Stepping up, stepping out: the elderly customer long-term health-care experience

Cheng Yu Lin, En Yi Chou

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


Purpose: Demand for long-term care services increases with population aging. This study aims to develop a conceptual model of elderly customers’ health-care experiences to explore the antecedents, mechanisms and outcomes of social participation in long-term care service organizations. Design/methodology/approach: Using a two-phase data collection approach, this study collects data from 238 elderly customers in a long-term care service organization. The final data are analyzed through structural equation modeling. Findings: The results show that care management efforts (i.e. customer education, perceived organization support, role modeling, perceived other customer support and diversity of activity) influence elderly customers’ psychological states (i.e. self-efficacy and sense of community), leading to increased social participation. In addition, high levels of social participation evoke positive service satisfaction and quality of life, both of which alleviate switching intention. Originality/value: This study is one of the first conclusive service studies focused on the role of elderly customers’ social participation in their long-term care experience. The findings contribute to health-care service marketing and transformative service research, and expand understanding of elderly customers’ health-care experience, especially in long-term care service settings.

Original languageEnglish
Pages (from-to)1076-1094
Number of pages19
JournalJournal of Services Marketing
Issue number8
StatePublished - 19 Oct 2022


  • Elderly customers
  • Long-term care experience
  • Quality of life
  • Social cognitive theory
  • Social exchange theory
  • Social participation


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