Journal article
Effects of service setting and other consumers’ age on the service perceptions of young consumers
Journal of retailing, v 84(2), pp 137-149
2008
Abstract
Services are often delivered in settings where many consumers are present at the same time, yet the issue of how other consumers affect service perceptions has received little attention. We study young adults’ response to fellow consumers who are middle-aged and old, testing predictions based on recent research suggesting that stereotypes are context dependent, and that stereotypes of older adults vary depending on the person attributes considered. Varying the age of the other consumers and service settings we find that the presence of older consumers affects young adults’ attitude to the service as well as their patronage intentions. Young consumers’ attitude to the service deteriorated in the presence of older consumers for services requiring physical attributes, but this was less so for services requiring personal expressive attributes.
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Details
- Title
- Effects of service setting and other consumers’ age on the service perceptions of young consumers
- Creators
- Mrugank V Thakor - Marketing John Molson School of Business, Concordia University, 1455 de Maisonneuve Boulevard West, Montreal, Quebec H3G 1M8, CanadaRajneesh Suri - Marketing Drexel University, 32nd and Chestnut Streets, Philadelphia, PA 19104, United StatesKatayoun Saleh
- Publication Details
- Journal of retailing, v 84(2), pp 137-149
- Publisher
- Elsevier
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business
- Web of Science ID
- WOS:000257765000002
- Other Identifier
- 991014878490104721
InCites Highlights
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- Collaboration types
- Domestic collaboration
- International collaboration
- Web of Science research areas
- Business