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Article
Publication date: 28 June 2011

Karen Leppel and Donna W. McCloskey

Given the increasing number of older individuals, exploration of age differences in attitudes toward and participation in electronic commerce is critical. This paper aims to…

3386

Abstract

Purpose

Given the increasing number of older individuals, exploration of age differences in attitudes toward and participation in electronic commerce is critical. This paper aims to address this issue.

Design/methodology/approach

Data were collected on three age groups: 18 to 25, 50 to 69, and 70 and older. Descriptive statistics were explored and chi‐squared statistics were calculated to perform tests of independence on age, participation, and attitudes.

Findings

Compared to younger respondents, those 50 and older showed greater concern about security issues and more frustration in their pursuit of product information. Respondents aged 50 to 69 made online purchases more often and were more likely to be big spenders than those 70 and older and those 18 to 25. Those 70 and older rarely made internet purchases but they did seek online information on products and services.

Research limitations/implications

Further research is needed using larger sample sizes to allow exploration of differences in attitudes between individuals aged 50 to 69 and those aged 70 and over. Also, research in areas outside of Pennsylvania is needed to corroborate the findings.

Practical implications

Online firms that provide medical supplies and food are well positioned for elderly shoppers, since those items are large shares of their budgets. However, online firms must take into consideration the frustrations and security concerns of the aging population.

Social implications

Online shopping could become the boon of the elderly by eliminating physical stresses of shopping.

Originality/value

The paper provides managers with a rare analysis of age differences in attitudes toward and participation in online shopping.

Details

Journal of Consumer Marketing, vol. 28 no. 4
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 1 January 1992

Virginia Nordstrom

In the 1980s, as the United States encountered international economic and technological challenges, the very ability of the American educational system to produce a competitive…

223

Abstract

In the 1980s, as the United States encountered international economic and technological challenges, the very ability of the American educational system to produce a competitive labor force, able to learn and solve problems, was questioned. During this past decade, renewed concern about educational quality in the United States motivated over one hundred reports analyzing the shortcomings in our system of education and endorsing reform. All of the principal curriculum areas have been reviewed in this process; moreover, science education has been deemed particularly deficient. Major reports sponsored by the National Science Foundation (NSF) and the American Association for the Advancement of Science (AAAS) recommend both content revision of science courses and methodological changes in the way science is presented throughout the elementary and secondary grades.

Details

Reference Services Review, vol. 20 no. 1
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 1 March 1988

Virginia Nordstrom and Victoria Clayton

The value of allowing children to experience frequently the sheer pleasure of good children's literature has long been acknowledged. For at least the past twenty‐five years…

143

Abstract

The value of allowing children to experience frequently the sheer pleasure of good children's literature has long been acknowledged. For at least the past twenty‐five years, educational researchers and faculty members in schools of education and library science have advocated the use of children's literature in the elementary school curriculum.

Details

Reference Services Review, vol. 16 no. 3
Type: Research Article
ISSN: 0090-7324

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Article
Publication date: 20 January 2020

Sabine Fliess and Maarten Volkers

The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their…

1497

Abstract

Purpose

The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses.

Design/methodology/approach

An inductive, exploratory approach was used. Interviews with 20 service customers yielded over 90 detailed lock-in experiences across 25 different services. A multi-step, iterative coding process was used with a mixture of coding techniques that stem from a grounded theory approach.

Findings

Four categories of factors that caused customers to endure a negative event were identified (physical lock-in, dependency on the service, social lock-in and psychological lock-in). Customers either experienced inner turmoil (if they perceived having the option to stay or leave) or felt captive; both impacted their well-being and coping strategies in different ways. Three characteristics of negative events that caused lock-in to persist over time were identified.

Research limitations/implications

This is a qualitative study that aims to identify factors behind customer lock-in, reduced well-being and coping strategies across different types of service encounters. Future research may build on these themes to investigate lock-in during specific service encounters in greater depth.

Practical implications

This research provides insights regarding how service providers can anticipate lock-in situations. In addition, the findings point to several ways in which frontline employees can assist customers with the coping process, during lock-in.

Originality/value

Customer lock-in during a service encounter is a common, yet unexplored phenomenon. This research contributes to a better understanding of why customers endure negative events and how such perceptions are reflected in their experiences and behaviors.

Details

Journal of Service Management, vol. 31 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

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