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

Grougiou, Vassiliki and Wilson, Alan (2005) The role of employee's age in senior customers' evaluation of the service encounter : a phenomenological study. Journal of Macromarketing, 25 (2). p. 269. ISSN 0276-1467 (https://doi.org/10.1177/0276146705281928)

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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.

ORCID iDs

Grougiou, Vassiliki and Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876;
  • Item type:Article
    ID code:45652
    Dates:
    Date
    Event
    December 2005
    Published
    Keywords:service encounter, employee's age, service evaluation, Marketing. Distribution of products, Business, Management and Accounting(all), Marketing
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Depositing user: Pure Administrator
    Date deposited:05 Nov 2013 14:59
    Last modified:18 Jan 2023 09:37
    URI:https://strathprints.strath.ac.uk/id/eprint/45652
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