Customer experience in the B2B area: The impact of age-related impressions

Laurence Lecoeuvre, Rodney Turner and Volker G. Kuppelwieser

Journal of Retailing and Consumer Services, 2021, vol. 58, issue C

Abstract: 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.

Keywords: Customer experience; CX; Customer journey; Age; Business-to-business; B2B; Purchase (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:58:y:2021:i:c:s096969892031095x

DOI: 10.1016/j.jretconser.2020.102216

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