Does FinTech uplift vulnerable consumers? Evidence from the cash app
Document Type
Book
Publication Date
2025
Abstract
FinTech, digitally enabled innovation for financial services, is important for uplifting vulnerable consumers. This paper examines consumer vulnerability in fintech, service innovation for social innovation, through the lens of Transformative Service Research. The Cash App, a peer-to-peer payment service platform targeted at low-income consumers, was examined as an empirical context with the consumer complaints filed to the U.S. Consumer Financial Protection Bureau. Natural language processing was applied to examine whether the Cash App uplifts vulnerable consumers in addition to Pearson's chisquared test, spatial analysis, and discourse analysis. Evidence-based implications to practitioners and academia are discussed. © 2025 Elsevier B.V., All rights reserved.
Recommended Citation
Nixon, Atanas and An, Jiyoon, "Does FinTech uplift vulnerable consumers? Evidence from the cash app" (2025). College of Business and Economics. 369.
https://digitalcommons.uncfsu.edu/college_business_economics/369