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.
Original languageEnglish
Pages (from-to)269-269
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 → …

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Keywords

  • service encounter
  • employee's age
  • service evaluation

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