Other customer age: exploring customer age-difference related CCI
Other customer age: exploring customer age-difference related CCI
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DOI：
10.1108/jsm-04-2014-0144
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发表时间：
2015-06
影响因子：
3.9
通讯作者：
R. Nicholls;M. G. Mohsen
中科院分区：
文献类型：
--
作者：
R. Nicholls;M. G. Mohsen
目的-本研究旨在探讨相关的客户年龄差异（CAD）的背景下，客户对客户的互动（CCI）在不同的服务领域。它提供了一个主题框架，了解客户年龄差异相关的CCI和批判性地确定新的方向，研究到CAD相关的CCI。设计/方法/途径-使用叙事性文献综述方法，分析文献中关于年龄差异和CCI的不同观点，以突出和强调有价值的新主题。结果-三个连贯的领域：社会接触的愿望;同胞客户行为;和社会身份问题被确定为互连的文学碎片化的多样性。许多主题为未来的研究方向，在CAD相关的CCI的研究确定。研究局限性-虽然对广泛的文献来源进行了批判性审查，但关于年龄差异和CCI的文献的零散性质使审查无法涵盖所有出版物。实用意义-本文提供了服务营销经理和学者的战略CCI的见解，更好地服务于不同年龄范围的客户。这些见解无疑将促进及时调查新的途径，以提高服务客户的兼容性和满意度，在日益多样化的社会。独创性/价值-本文提供了广泛的战略考虑，旨在解释CCI在服务环境中的客户年龄差异的影响的第一个概述。从本质上讲，本文阐述了CAD相关的CCI的机会和挑战，作为进一步调查的关键主题。
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.