Service interactions and subjective well-being in later life

Abstract

Purpose

The purpose of this paper is to examines the positive and negative impact of service provider experiences on the process of identity adjustment and how they can lead to subjective well-being (SWB). Due to increased life expectancies, people are experiencing major life events during aging (e.g. death of a spouse, serious disease and major health problems), events that lead to identity redefinition.

Design/methodology/approach

To gain more insight into this issue, a qualitative study was carried out that involved 37 in-depth interviews conducted with aging individuals who had experienced a major life event such as retirement and/or death of spouse. To apprehend the diversity of consumption situations, the authors investigated daily consumption, hedonic consumption and imposed services (e.g. health and funeral services) due to life events.

Findings

The findings suggest that service providers influence consumer’s SWB as regards relationships, growth and purpose in life, mastery and independence and self-acceptance.

Originality/value

The contribution indicates that services play a role in maintaining and/or creating SWB. By segmentation through social roles and facilitating access to services, providers must take into account the processes of normalcy and abandonment (déprise) among aging consumers in life transitions. They must also ensure that they support consumers with the lowest human capital (skills, level of education, income and social class).

Citation

Plaud, C. and Guillemot, S. (2015), "Service interactions and subjective well-being in later life", Journal of Services Marketing, Vol. 29 No. 4, pp. 245-254. https://doi.org/10.1108/JSM-05-2014-0154