Title

Older consumers' expectations of their service providers

Document Type

Journal Article

Publisher

Journal of Research for Consumers

Faculty

Business and Public Management

School

Marketing, Tourism and Leisure

RAS ID

2489

Comments

This article was originally published as: Pettigrew, S., Mizerski, K., & Donovan, R. (2003). Older consumers' expectations of their service providers. Journal of Research for Consumers, 5. Original available here

Abstract

This study reports the results of a study undertaken by the Positive Ageing Foundation of Australia and the Western Australia Department for Community Development, Seniors Interest. Seniors’ experiences with their GPs, supermarkets and financial planners were explored to identify areas of potential improvement in service provision to older consumers. The results of the study provide support for previous research into seniors’ needs, with clear information, personal relationships, manageable waiting times, and clear cost structures being identified as significant issues. The results indicate that while seniors view these issues as both important to seniors in general and personally relevant, they tend to rate them as more pertinent to others. Potential reasons for these findings are discussed.