University of Worcester Worcester Research and Publications

Other Customer Age: Exploring Customer Age-difference Related CCI

Nicholls, Richard and Gad Mohsen, Marwa (2015) Other Customer Age: Exploring Customer Age-difference Related CCI. Journal of Services Marketing, 29 (4). pp. 255-267. ISSN 0887-6045

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Purpose – This study aims to explore the relevance of customer age-differences (CAD) in the context of customer-to-customer interaction (CCI) within various service domains. It provides a thematic framework for understanding customer age-difference related CCI and critically identifies new directions for research into CAD-related CCI.

Design/methodology/approach – Using a narrative literature review approach, different perspectives in the literature on age-differences and CCI are analysed towards highlighting and emphasising valuable new themes.

Findings – Three coherent domains: the desire for social contact; fellow customer behaviour; and social identity issues are identified to interconnect a fragmented diversity of literature. Many themes for future research directions in the study of CAD-related CCI are identified.

Research limitations – Whilst a wide selection of literature sources is critically reviewed the fragmented nature of the literature on age-differences and CCI prevents the review covering all publications.

Practical implications – The paper provides service marketing managers and scholars with strategic CCI insights into better serving a diverse age-range of customers. These insights will undoubtedly stimulate timely investigation of new avenues to enhance service customer compatibility and satisfaction in increasingly age-diverse societies.

Originality/value – This paper provides the first overview of a wide range of strategic considerations aimed at explaining the impact of customer age-differences on CCI in service environments. Essentially, the paper elaborates opportunities and challenges in CAD-related CCI as critical themes for further investigations.

Item Type: Article
Additional Information:

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Uncontrolled Discrete Keywords: customer-to-customer interaction, age differences, social contact, social identity, older consumers, future research
Subjects: H Social Sciences > HF Commerce
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Richard Nicholls
Date Deposited: 04 Aug 2015 10:46
Last Modified: 17 Jun 2020 17:07

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