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

Grougiou, Vassiliki and Wilson, Alan 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

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Official URL: https://doi.org/10.1177/0276146705281928

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.

Author(s):	Grougiou, Vassiliki and Wilson, Alan ORCID: https://orcid.org/0000-0002-5491-1876
Item type:	Article
ID code:	45652
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:	10 Jan 2020 02:39
URI:	https://strathprints.strath.ac.uk/id/eprint/45652
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