Customer experience in the B2B area: The impact of age-related impressions
| Autor: | Rodney Turner, Laurence Lecoeuvre, Volker G. Kuppelwieser |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Marketing
Customer experience business.industry Service provision media_common.quotation_subject 05 social sciences Business-to-business Service personnel Impression Age related Perception 0502 economics and business 050211 marketing Psychology business Social psychology 050203 business & management media_common Qualitative research |
| Zdroj: | Journal of Retailing and Consumer Services. 58:102216 |
| ISSN: | 0969-6989 |
| DOI: | 10.1016/j.jretconser.2020.102216 |
| Popis: | Services are dyadic experiences and many of these experiences require personal relationships for service provision. The co-acting parties' early impressions shape their unique expectations regarding, for example, appearance, behavior, and age. In a business-to-business (B2B) context, for example, younger employees might create a favorable impression in design-related tasks, while older employees might create a favorable impression in engineering tasks. The business partner subsequently contemplates the impression made by the individual's age (hereafter referred to as age impression) and ascribes certain competences to the individual. This paper emphasizes the role of the others' age impressions in a working context. More specifically, a qualitative study's results highlight the impact of age impressions on service expectations and perceptions. The results identify several dimensions of age impressions that allow for adapting service personnel to a B2B context. This paper fills a void in the age-related marketing literature because it focuses on the others' age impression rather than the individual's perception. The paper also contributes to recent customer experience (CX) literature, as it emphasizes the context factors' role in the service encounter. Furthermore, this paper is one of the rare CX studies in a B2B context and enriches research in the CX's adaptability in such contexts. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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