Transition : service research opportunities for an aging society / [Steve Baron and Rebekah Russell-Bennett].

Format:

Book

Author/Creator:

Baron, Steve, author.

Russell-Bennett, Rebekah, author.

Series:

Journal of Services Marketing

Journal of Services Marketing ; Volume 35, Number 1

Language:

English

Subjects (All):

Population aging.

Physical Description:

1 online resource (145 pages)

Place of Publication:

[Place of publication not identified] : Emerald Publishing Limited, [2021]

Summary:

The first paper is a personal viewpoint on the importance to services researchers, particularly those studying the Servicescape, of recognizing the impact of our aging population. It is intended to provoke, intrigue, to interest researchers in aging as a research topic or, at a minimum, to recognize the "aging population" in their research designs. The purpose of the second article is to review scholarly research on elderly consumers' information processing and suggest implications for services marketing. The third paper investigates the effect of chronological age on the likelihood to choose a service provider with technological machines versus humans in the context of services. The purpose of the fourth paper is to advance the understanding of consumer innovativeness during aging. This article explores why older consumers have decreased innovativeness and how awareness of age-related change affects the adoption of innovation. The study of the fifth paper uses the lens of stereotype threat theory to explore older consumers' age identity and experiences with service providers. Considering the scant scholarly research on elderly customers' behaviors, the sixth paper investigates elderly customers' reactions to service failure. The purpose of the seventh paper is to investigate the evaluation of desirability/feasibility and adoption intention for the self-service technology of "older" consumers. The purpose of the eighth paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. The ninth paper analyzes one of the possible actions of the companion during the provision of the medical service: the cocreation of value (through its two dimensions: coproduction and value in use) and its effects on the satisfaction of both the companion and the elderly patient. The last paper illustrates the viability of the life course paradigm (LCP), which is increasingly used by social and behavioral scientists to study a wide variety of phenomena, as a framework for studying the transformational role of service consumption in improving consumer well-being in later life.

Contents:

Cover

Guest editorial: age is a construct, not a characteristic

Researcher or respondent: a personal commentary on ageing and the servicescape

Information processing by elderly consumers: a five-decade review

Aging and the preference for the human touch

Why do older consumers avoid innovative products and services?

Age identity, stereotypes and older consumers' service experiences

Elderly customers' reactions to service failures: the role of future time perspective, wisdom and emotional intelligence

Understanding self-service technology adoption by "older" consumers

Frontline employee age and customer mistreatment: a meta-analysis

Companion cocreation: improving health service encounters of the elderly

Well-being in later life: a life course perspective.

Notes:

Description based on print version record.

ISBN:

1-80117-413-X

OCLC:

1261367327