Baby Boomers and Beyond: Consumer Satisfaction with High Involvement Services

The economic and social impact of the baby boomers and those older cannot be overstated. However, this demographic segment has been largely ignored by marketers and policy developers and there is still much to be learned about this growing and changing market’s needs, purchase evaluations and behaviour. The conceptualisation of service performance and consumer satisfaction with services and their performance remains a work in progress. This paper suggests a framework to identify factors that influence the older market’s perceptions of and satisfaction with high-involvement services and subsequent post-purchase behaviours. The proposed comprehensive model of satisfaction, future intentions and service performance evaluation matches the consumer’s perspective to the marketer