Serving seniors better: service guidelines for supermarkets

Objective:  Generate a list of service guidelines to enable supermarket managers to accommodate the needs of their older customers. Methods:  Focus groups and a national telephone survey were conducted with Australian seniors to generate 10 service guidelines for supermarkets. Results:  The 10 guide...

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Bibliographic Details
Published inAustralasian journal on ageing Vol. 23; no. 3; pp. 142 - 143
Main Authors Pettigrew, Simone, Mizerski, Katherine, Donovan, Robert
Format Journal Article
LanguageEnglish
Published PO Box 378, Carlton South Victoria 3053, Australia Blackwell Science Pty 01.09.2004
Subjects
Aged
Consumers
older consumers
retail
Retail trade
service guidelines
Statistics
supermarkets
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Summary:Objective:  Generate a list of service guidelines to enable supermarket managers to accommodate the needs of their older customers. Methods:  Focus groups and a national telephone survey were conducted with Australian seniors to generate 10 service guidelines for supermarkets. Results:  The 10 guidelines produced are considered to be of significant importance by Australian seniors, with some apparent differences in importance and relevance ratings between older and younger seniors, and males and females. Conclusions:  Seniors have distinct service preferences when grocery shopping and their needs require special attention in the supermarket environment. In particular, they feel strongly about the quality of staff and equipment with which they come into contact.
Bibliography:ark:/67375/WNG-CRTS3W0Z-M
ArticleID:AJAG032
istex:DF9662F1B0030D3E61D9D94CE7371E3EC4E5E57C
Australasian Journal on Ageing, v.23, no.3, Sept 2004: 142-143
ISSN:1440-6381
1741-6612
DOI:10.1111/j.1741-6612.2004.00032.x