Catering to older consumers' customer service needs
Older consumers have distinct customer service preferences that can constitute a source of competitive advantage for forward-thinking marketers who seek to attract this large and relatively affluent segment. This chapter focuses on the supermarket, financial planning, and healthcare industries to de...
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| Other Authors: | |
| Format: | Book Chapter |
| Published: |
Springer
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/18240 |
| _version_ | 1848749687851450368 |
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| author | Pettigrew, Simone |
| author2 | Florian Kohlbacher |
| author_facet | Florian Kohlbacher Pettigrew, Simone |
| author_sort | Pettigrew, Simone |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Older consumers have distinct customer service preferences that can constitute a source of competitive advantage for forward-thinking marketers who seek to attract this large and relatively affluent segment. This chapter focuses on the supermarket, financial planning, and healthcare industries to demonstrate the importance of providing personalized attention to allow for the older person’s deteriorating physical and cognitive abilities and shrinking social networks. In particular, emphasis is placed on the need to allow older customers to form meaningful relationships with service staff. This strategy has implications for the recruitment, training, and retention of staff members who are able to demonstrate genuine concern for the welfare of the older consumer. |
| first_indexed | 2025-11-14T07:24:54Z |
| format | Book Chapter |
| id | curtin-20.500.11937-18240 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:24:54Z |
| publishDate | 2011 |
| publisher | Springer |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-182402023-01-27T05:26:31Z Catering to older consumers' customer service needs Pettigrew, Simone Florian Kohlbacher Cornelius Herstatt Older consumers have distinct customer service preferences that can constitute a source of competitive advantage for forward-thinking marketers who seek to attract this large and relatively affluent segment. This chapter focuses on the supermarket, financial planning, and healthcare industries to demonstrate the importance of providing personalized attention to allow for the older person’s deteriorating physical and cognitive abilities and shrinking social networks. In particular, emphasis is placed on the need to allow older customers to form meaningful relationships with service staff. This strategy has implications for the recruitment, training, and retention of staff members who are able to demonstrate genuine concern for the welfare of the older consumer. 2011 Book Chapter http://hdl.handle.net/20.500.11937/18240 Springer restricted |
| spellingShingle | Pettigrew, Simone Catering to older consumers' customer service needs |
| title | Catering to older consumers' customer service needs |
| title_full | Catering to older consumers' customer service needs |
| title_fullStr | Catering to older consumers' customer service needs |
| title_full_unstemmed | Catering to older consumers' customer service needs |
| title_short | Catering to older consumers' customer service needs |
| title_sort | catering to older consumers' customer service needs |
| url | http://hdl.handle.net/20.500.11937/18240 |