The role of employee's age in senior customers' evaluation of the service encounter: a phenomenological study

Vassiliki Grougiou, Alan Wilson

Research output: Contribution to journalConference Contribution

Abstract

Developed countries are faced with rapidly changing
demographic trends and, in particular, with an increasing
number of gray citizens. At the same time, there is also a
major decrease in birth rates causing great changes in the
labor force where the numbers of older employees are constantly
increasing. This paper reports on a program of qualitative
research aiming to explore whether the age of a service
employee affects senior customers’ evaluation of the service
encounter. The findings suggest that worker’s age does affect
senior customers’ evaluation and identifies their perceptions
of older service employees. Suggestions for further research
are also included.
LanguageEnglish
Pages269-269
Number of pages1
JournalJournal of Macromarketing
Volume25
Issue number2
DOIs
Publication statusPublished - Dec 2005
Event9th International Conference on Marketing and Development - Thessaloniki, Greece
Duration: 1 Jun 2005 → …

Fingerprint

Service encounter
Employees
Evaluation
Developed countries
Service employees
Older employees
Workers
Birth rate

Keywords

  • service encounter
  • employee's age
  • service evaluation

Cite this

@article{581593adff974cbfa7107815c003e5ca,
title = "The role of employee's age in senior customers' evaluation of the service encounter: a phenomenological study",
abstract = "Developed countries are faced with rapidly changingdemographic trends and, in particular, with an increasingnumber of gray citizens. At the same time, there is also amajor decrease in birth rates causing great changes in thelabor force where the numbers of older employees are constantlyincreasing. This paper reports on a program of qualitativeresearch aiming to explore whether the age of a serviceemployee affects senior customers’ evaluation of the serviceencounter. The findings suggest that worker’s age does affectsenior customers’ evaluation and identifies their perceptionsof older service employees. Suggestions for further researchare also included.",
keywords = "service encounter, employee's age, service evaluation",
author = "Vassiliki Grougiou and Alan Wilson",
year = "2005",
month = "12",
doi = "10.1177/0276146705281928",
language = "English",
volume = "25",
pages = "269--269",
journal = "Journal of Macromarketing",
issn = "0276-1467",
number = "2",

}

The role of employee's age in senior customers' evaluation of the service encounter : a phenomenological study. / Grougiou, Vassiliki; Wilson, Alan.

In: Journal of Macromarketing, Vol. 25, No. 2, 12.2005, p. 269-269.

Research output: Contribution to journalConference Contribution

TY - JOUR

T1 - The role of employee's age in senior customers' evaluation of the service encounter

T2 - Journal of Macromarketing

AU - Grougiou, Vassiliki

AU - Wilson, Alan

PY - 2005/12

Y1 - 2005/12

N2 - Developed countries are faced with rapidly changingdemographic trends and, in particular, with an increasingnumber of gray citizens. At the same time, there is also amajor decrease in birth rates causing great changes in thelabor force where the numbers of older employees are constantlyincreasing. This paper reports on a program of qualitativeresearch aiming to explore whether the age of a serviceemployee affects senior customers’ evaluation of the serviceencounter. The findings suggest that worker’s age does affectsenior customers’ evaluation and identifies their perceptionsof older service employees. Suggestions for further researchare also included.

AB - Developed countries are faced with rapidly changingdemographic trends and, in particular, with an increasingnumber of gray citizens. At the same time, there is also amajor decrease in birth rates causing great changes in thelabor force where the numbers of older employees are constantlyincreasing. This paper reports on a program of qualitativeresearch aiming to explore whether the age of a serviceemployee affects senior customers’ evaluation of the serviceencounter. The findings suggest that worker’s age does affectsenior customers’ evaluation and identifies their perceptionsof older service employees. Suggestions for further researchare also included.

KW - service encounter

KW - employee's age

KW - service evaluation

U2 - 10.1177/0276146705281928

DO - 10.1177/0276146705281928

M3 - Conference Contribution

VL - 25

SP - 269

EP - 269

JO - Journal of Macromarketing

JF - Journal of Macromarketing

SN - 0276-1467

IS - 2

ER -