Cross-Generational Perceptions of Disciplining and the Implications for the Sustainability of Disciplining Practices of Service Providers

  • Edward Kasabov
Conference paper
First Online:
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

Marketing research tends to focus on customer centricity, empowerment, and related topics. The assumptions underlying such analysis have recently been questioned in studies of disciplining and compliance. Building upon such research an empirical study seeks to provide a better understanding of the perceptions and reactions to disciplining and compliance by members of two significant generations: baby boomers and generation Y. Cross-generational differences were uncovered in terms of customers’ expectations of service provision and service recovery interactions, demonstrating the importance of studying and understanding the interplay between generational and disciplining-related service interaction factors.

Keywords

Service Provider Call Centre Baby Boomer Service Failure Harvard Business Review 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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Copyright information

© Academy of Marketing Science 2015

Authors and Affiliations

  • Edward Kasabov
    • 1
  1. 1.School of ManagementUniversity of Bath ESRC/EPSRC AIM (Advanced Institute of Management Research)Winter ParkUSA

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