Consumer empowerment model: from unspeakable to undeniable

Abstract

Purpose

Although consumer sophistication and empowerment is on the rise as a result of the digital revolution, there is insufficient academic exploration with the aim of understanding how this empowerment functions on the internet. Therefore, the purpose of this paper is to fill this gap by proposing a new conceptual model in light of available literature.

Design/methodology/approach

The paper employs a deep and broad literature review and discussion regarding possible consumer power sources on the internet to develop the proposed conceptual model, which is defined as consumer empowerment model (CEM). The components of the model are discussed in detail to reveal possible links, consumer empowerment actualization, and impacts on consumer markets on the internet.

Findings

The components of CEM are structured in light of the theory of reasoned action's main proposals as follows: “Perceived consumer power,” “Perceived consumer trust,” “Attitudinal consumer power” and finally “Behavioral consumer power.” Each component is discussed in terms of its possible contributions to the model in order to illustrate how this new form of consumer power actually works. The possible implications of consumer empowerment are also discussed in light of the newly proposed model.

Originality/value

There is no paper discussing how consumer power actualization works and thus how consumer power revolutionizes today's cyberspaces. In this context, the study is the first of its kind.

Citation

Umit Kucuk, S. (2009), "Consumer empowerment model: from unspeakable to undeniable", Direct Marketing: An International Journal, Vol. 3 No. 4, pp. 327-342. https://doi.org/10.1108/17505930911000892