How Low-Income Consumers Cope with Recurrent Disruptions in Basic Services?

This study explores how low-income consumers cope with the recurrent disruptions they encounter in the form of unfairness against them in basic services, and the consequences of their strategies. The data were gathered through semi-structured interviews with 30 low-income participants. The findings suggest that participants utilise different proactive, reactive and passive strategies to tackle disruptions they encounter through the unfair practices of basic service providers. These strategies have both negative and positive consequences. Proactive and reactive strategies give participants control in fulfiling consumption goals in specific service contexts. However, coping with unfairness in other settings may lead to vulnerability due to a lack of skills and resources needed for effective coping. Passive coping strategies typically lead to negative consequences, such as increased vulnerability or unmet needs.