Guest editorial: age is a construct, not a characteristic

Kuppelwieser, Volker G.; Klaus, Philipp

doi:10.1108/jsm-11-2020-0440

Cited by 11 publications

(15 citation statements)

References 50 publications

(59 reference statements)

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“…In a special Journal of Services Marketing issue dedicated to services implications among aging consumers, Kuppelwieser and Klaus (2021) posit that 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 managerial insights. Although many older consumers tended to shun digital technologies prior to the global pandemic, older consumers were forced to turn to online modalities during the pandemic to fulfill not only their consumption needs but also their needs for medical services and social support.…”

Section: Older Consumers Uptake Of Digital Technologiesmentioning

confidence: 99%

Editorial: Research priorities in the new service marketplace

Rosenbaum

Russell‐Bennett²,

Contreras-Ramírez³

2022

JSM

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Purpose This editorial aims to identify new research priorities in the service marketplace that are emerging because of consumer and organizational trends in the shadow of the global pandemic. Design/methodology/approach A conceptual approach is used that draws on observations from practitioners to synthesize changes in consumer values, motivations and behaviors as they pertain to service consumption, design and delivery. This editorial draws on current trends and recent service research to discuss the current state of the marketplace and to uncover areas in which research voids exist. Findings This editorial offers ten research priorities for service researchers. These research priorities are supply chain and staffing shortages; sustainable services, older consumers embrace digital technologies; digital financial services; consumer pursuit of personal and spiritual awareness; participating in virtual communities, networks and worlds; affinity for peer-to-peer commerce; transformative places; seeking self-love services, and social distance concerns. Research limitations/implications Academicians are provided with a series of research priorities that are interesting, timely and relevant for the new service marketplace. Practical implications Service academicians are encouraged to pursue empirical and descriptive investigations in-line with the priorities developed in this editorial. These research priorities are relevant, timely and interesting. Originality/value This work presents scholars with a historical overview of trends in service research. The challenges posed by the pandemic represent the beginning of a new era in service research thought and practice as many previously held theories and understandings of consumers’ marketplace behaviors have permanently changed due to behavioral changes that transpired during governmental mandated lockdowns.

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Section: Older Consumers Uptake Of Digital Technologiesmentioning

confidence: 99%

Editorial: Research priorities in the new service marketplace

Rosenbaum

Russell‐Bennett²,

Contreras-Ramírez³

2022

JSM

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“…This view of cognitive age is partly supported by Amatulli et al (2018), who demonstrate that social cues can trigger an identity threat in elderly consumers, which has a negative effect on their expressed cognitive age. Kuppelwieser and Klaus (2021) recently questioned the usefulness of the cognitive age concept, arguing that age should be viewed as a construct and not as a characteristic and that future time perspective (FTP) is a more promising concept for future research. Future time perspective is a construct that is less related to chronological age and more focused on the time that people believe they have left in their lives (Kuppelwieser & Klaus, 2020).…”

Section: Thematic Analysismentioning

confidence: 99%

“…Further, as evidenced by the recent articles by Kuppelewieser and Klaus (2020, 2021), there is still an ongoing debate on how to best define aging in the context of elderly consumers. The introduction of concepts such as the future time perspective (FTP) complicate the discourse further.…”

Section: Thematic Analysismentioning

confidence: 99%

Elderly consumers in marketing research: A systematic literature review and directions for future research

Berg

Liljedal

2022

Int J Consumer Studies

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This paper reports a theme‐based structured systematic literature review of the growing body of marketing research about elderly consumers. By synthesizing, explicating, and relating this research, the paper offers a structured view of the past and present state of the research field and integrates it into a theoretical framework. The literature review was based on 209 marketing research articles published from the early 1970s to 2021. It identified 13 research topics, which were subsequently grouped into three themes: (1) describing and defining the elderly market segment, (2) age changes and the elderly consumer, and (3) marketing responses of elderly consumers. Based on these themes, the paper presents a theoretical framework and provides directions for future marketing research on elderly consumers. The systematic literature review thus provides clarity to a wide and interdisciplinary research field, facilitating its continued growth.

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“…Rosenbaum and Russell-Bennett (2019) confirm this fact, adding that researchers often overstretch their findings’ generalizability to compensate for this shortcoming. That indicates that researchers can convert findings from substantive theories toward more generalizable theories and applications (Kuppelwieser and Klaus, 2020). Subsequently, by focusing on one aspect or context (in this case, the effect of physical contexts on CX), special issues can be instrumental in accelerating the development toward generalizability.…”

Section: The Effect Of Physical Context On Customer Experiencementioning

confidence: 99%

Where is customer experience (CX) research heading? A personal commentary

Klaus

2022

JSM

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Purpose This paper aims to comment on the evolution of customer experience (CX) research from a CX researcher, practitioner and consumer viewpoint. Design/methodology/approach This commentary is a reflection based on the investigations put forward in this special issue, extant academic and managerial literature and personal perspectives. Findings While nascent in terms of constructs, CX has developed satisfactorily from a research perspective. That being said, CX research that guides and aids managerial practices is still lacking. Without being relevant to practice, CX research might fail to deliver on its promise to shape practice and positively impact consumers and their experiences. Research limitations/implications Service marketing researchers are encouraged to consider the current “status quo” of CX research and how a possible repositioning and refocusing of their efforts could advance CX research and, more importantly, CX practices. Practical implications CX practitioners can indeed learn from CX researchers if research aligns with the aim of guiding and assisting practices. Originality/value This special issue expands the understanding of the effect of physical context on CX. The commentary challenges the overall direction in which CX research is heading and offers valuable guidance on how to turn these challenges into opportunities.

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Guest editorial: age is a construct, not a characteristic

Cited by 11 publications

References 50 publications

Editorial: Research priorities in the new service marketplace

Editorial: Research priorities in the new service marketplace

Elderly consumers in marketing research: A systematic literature review and directions for future research

Where is customer experience (CX) research heading? A personal commentary

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