Delighting baby boomers and millennials : factors that matter most created by Michelle Bednarz Beauchamp and Donald C. Barnes

By:

Bednarz Beauchamp, Michelle [author]

Contributor(s):

Barnes, Donald C [co-author]

Material type: Text

TextSeries: Journal of marketing theory and practice ; Volume 23, number 3Philadelphia: Taylor and Francis, 2015Content type:

text

Media type:

unmediated

Carrier type:

volume

ISSN:

10696679

Subject(s):

Target group -- Gender studies -- Emotional branding

LOC classification:

HF5415 JOU

Online resources:

Click here to access online

Abstract: Are delight-producing factors different for baby boomers than for millennials? Does gender have an impact on this relationship? The authors utilize the critical incident technique to answer these questions. Results reveal an age-gender interaction indicating significant differences in drivers of delight for females only. Female baby boomers cite caring employees, expertise, and service failure recovery as key factors in creating delight. Female millennials place greater importance on friendly, attentive/helpful employees, and time issues. Significant differences did not exist between baby boomer and millennial males. Overall, the findings highlight the importance of understanding different customer segments when developing a customer delight strategy.

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Holdings
Item type	Current library	Call number	Vol info	Copy number	Status	Notes	Date due	Barcode
Journal Article	Main Library - Special Collections	HF5415 JOU (Browse shelf(Opens below))	Vol. 23, no. 3 (pages 338-350)	SP23762	Not for loan	For in house use

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Are delight-producing factors different for baby boomers than for millennials? Does gender have an impact on this relationship? The authors utilize the critical incident technique to answer these questions. Results reveal an age-gender interaction indicating significant differences in drivers of delight for females only. Female baby boomers cite caring employees, expertise, and service failure recovery as key factors in creating delight. Female millennials place greater importance on friendly, attentive/helpful employees, and time issues. Significant differences did not exist between baby boomer and millennial males. Overall, the findings highlight the importance of understanding different customer segments when developing a customer delight strategy.

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