Worcester Research and Publications

SEARCH EPRINTS:

USER PANEL:

ABOUT THE COLLECTION:

WRaP is a collection of research papers and university publications. It presents the academic and creative work of the university. You are welcome to look for and obtain items of interest and make contact with the authors and creators.

CONTACT DETAILS:

All correspondence about WRaP should be sent to the Repository Manager.

Other Customer Age: Exploring Customer Age-difference Related CCI

Tools

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

Text (Abstract)
Other Customer Age 2015.docx
Download (14kB)

Official URL: http://www.emeraldinsight.com/doi/full/10.1108/JSM...

Abstract

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:	Staff and students at the University of Worcester can access the full-text via Library Search. External users should check availability with their local library or Interlibrary Requests Service.
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
Related URLs:	Publisher UNSPECIFIED
Depositing User:	Richard Nicholls
Date Deposited:	04 Aug 2015 10:46
Last Modified:	17 Jun 2020 17:07
URI:	https://eprints.worc.ac.uk/id/eprint/3819

Actions (login required)

View Item

Altmetric

CORE (COnnecting REpositories)

© University of Worcester Henwick Grove, WR2 6AJ Tel: 01905 855000 | Materials in WRaP are protected by copyright and other intellectual property rights. By using WRaP you agree to abide by UK copyright laws.

Worcester Research and Publications is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.