Exploring how internet services can enhance elderly well-being

Abstract

Purpose This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being. Design/methodology/approach A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members. Findings This research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness. Originality/value This study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

The Relationship Between Internet Use and Mental Health Among Older Adults in China: The Mediating Role of Physical Exercise

“…73 Many studies began to regard internet use as technological capital to promote the mental health of the elderly, emphasizing that internet investment to improve the health of the elderly is an important proposition in national health governance. [74][75][76] However, many studies ignored the fact that internet use alone could not improve the mental health status of the elderly. There existed two kinds of mechanisms.…”

Balancing service inclusion for primary and secondary customers experiencing vulnerabilities

“…Johns and Davey, 2019). Bianchi (2021) argues that family members have an essential role in fostering elderly customers’ service inclusion. We expand on that, and suggest that mutual support and co-operation between service providers and secondary customers enables transformative outcomes for both primary and secondary customers (excluding those rare cases when secondary customers do not promote the best interests of primary customers).…”

“…The family members’ involvement in care has also been considered influential regarding primary customers’ well-being (Backhaus et al , 2020; Reid and Chappell, 2017; Verbeek, 2017), but challenges in establishing partnerships between staff and family members are common (Verbeek, 2017). Bianchi (2021) argues that family members have a vital role in value co-creation and well-being for elderly consumers when they assist them in service inclusion by acting as TSMs (Johns and Davey, 2019). This implies that family members’ (secondary customers’) successful service inclusion may be an element that needs to be added to the service inclusion theory concerning primary customers who are experiencing vulnerability.…”

“…] with fair access to a service, fair treatment during a service and fair opportunity to exit a service". Using service inclusion theory, Bianchi (2021) does study family members' role in assisting and thus enhancing elderly individuals' service inclusion, but the family members' experiences of vulnerability or their service exclusion are not addressed. Furthermore, Finsterwalder and Kuppelwieser (2020) call for clarity in the academic debate concerning the effects of transformative services beyond the focal actors involved.…”

“…The inclusion or exclusion of family members of customers who are experiencing vulnerabilities is not explicitly addressed in the emergent service inclusion theory from the TSR paradigm, which Fisk et al (2018, p. 835) conceptualise as “an egalitarian system that provides customers […] with fair access to a service, fair treatment during a service and fair opportunity to exit a service”. Using service inclusion theory, Bianchi (2021) does study family members’ role in assisting and thus enhancing elderly individuals’ service inclusion, but the family members’ experiences of vulnerability or their service exclusion are not addressed. Furthermore, Finsterwalder and Kuppelwieser (2020) call for clarity in the academic debate concerning the effects of transformative services beyond the focal actors involved.…”