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dc.contributor.authorPettigrew, Simone
dc.contributor.editorFlorian Kohlbacher
dc.contributor.editorCornelius Herstatt
dc.date.accessioned2017-01-30T13:13:53Z
dc.date.available2017-01-30T13:13:53Z
dc.date.created2014-11-19T01:13:24Z
dc.date.issued2008
dc.identifier.citationPettigrew, S. 2008. Older consumers' customer service preferences. In The Silver Market Phenomenon: Business Opportunities in an Era of Demographic Change, ed. F. Kohlbacher, C. Herstatt, 257-268. Germany: Springer.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/29589
dc.description.abstract

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.

dc.publisherSpringer
dc.titleOlder consumers' customer service preferences
dc.typeBook Chapter
dcterms.source.startPage257
dcterms.source.endPage268
dcterms.source.titleThe Silver Market Phenomenon: Business Opportunities in an Era of Demographic Change
dcterms.source.isbn978-3-540-75330-8
dcterms.source.placeGermany
dcterms.source.chapter33
curtin.accessStatusFulltext not available


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