Journal of Services Marketing: Volume 35 Issue 1

Guest editorial: age is a construct, not a characteristic

Volker Kuppelwieser, Philipp Klaus

In aging societies all over the world, an increased understanding of age and age-related insights is critical to theory development, generalizations, model adaptations and…

Researcher or respondent: a personal commentary on ageing and the servicescape

John Bateson

The aim of this paper is to be a "Call to Arms" for researching the impact of the changes to the mind body and senses with age on the design of the Servicescape.

Information processing by elderly consumers: a five-decade review

Gianluigi Guido, Marco Pichierri, Cristian Rizzo, Verdiana Chieffi, George Moschis

The purpose of this study is to review scholarly research on elderly consumers’ information processing and suggest implications for services marketing.

Aging and the preference for the human touch

Ruomeng Wu, Meng Liu, Frank Kardes

This paper aims to investigate the effect of chronological age on the likelihood to choose a service provider with technological machines versus humans in the context of services.

Why do older consumers avoid innovative products and services?

Hyeyoon Bae, Sang Hyun Jo, Euehun Lee

The purpose of this study is to advance the understanding of consumer innovativeness during aging. This study explores why older consumers have decreased innovativeness and how…

Age identity, stereotypes and older consumers’ service experiences

Kate Westberg, Mike Reid, Foula Kopanidis

This study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers.

Elderly customers’ reactions to service failures: the role of future time perspective, wisdom and emotional intelligence

Walid Chaouali, Nizar Souiden, Christian M. Ringle

Considering the scant scholarly research on elderly customers’ behaviors, this study aims to investigate elderly customers’ reactions to service failure. Additionally, it takes…

Understanding self-service technology adoption by “older” consumers

Jungkun Park, Dongyoup Kim, Hyowon Hyun

The purpose of this study is to investigate the evaluation of desirability/feasibility and adoption intention for the self-service technology of “older” consumers. This study also…

Frontline employee age and customer mistreatment: a meta-analysis

Mehmet Okan, Ayse Banu Elmadag, Elif İdemen

The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on socioemotional…

Companion cocreation: improving health service encounters of the elderly

Leticia Suárez-Álvarez, Ana Suárez-Vázquez, Ana-Belén del Río-Lanza

The increase of life expectancy leads to the elderly living with one or more chronic illnesses. Communication between the elderly and the health-care professional is fundamental…

Well-being in later life: a life course perspective

Pattharanitcha Prakitsuwan, George P. Moschis

This study aims to illustrate the viability of the life course paradigm (LCP), which is increasingly used by social and behavioral scientists to study a wide variety of phenomena…