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.
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.
| Original language | English |
|---|---|
| Pages (from-to) | 269-269 |
| Number of pages | 1 |
| Journal | Journal of Macromarketing |
| Volume | 25 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - Dec 2005 |
| Event | 9th International Conference on Marketing and Development - Thessaloniki, Greece Duration: 1 Jun 2005 → … |
Keywords
- service encounter
- employee's age
- service evaluation