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Fostering older adult care experiences to maximize well-being outcomes: A conceptual framework

Sertan Kabadayi (Gabelli School of Business, Fordham University, New York, New York, USA)
Kejia Hu (Vanderbilt University, Baxter, Tennessee, USA)
Yuna Lee (Department of Health Policy and Management, Columbia University, New York, New York, USA)
Lydia Hanks (Florida State University, Tallahassee, Florida, USA)
Matthew Walsman (Newark Business School, Rutgers University, Newark, New Jersey, USA)
David Dobrzykowski (University of Arkansas Fayetteville, Fayetteville, Arkansas, USA)

Journal of Service Management

ISSN: 1757-5818

Article publication date: 16 March 2020

Issue publication date: 12 November 2020




Caring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care experience and discusses its key components to help practitioners deliver older adult-centered care to maximize well-being outcomes for older adults.


Based on prior research on service operations, service experience, person-centered care and the unique, evolving needs of older adults regarding their care, this paper develops a conceptual framework in which the older adult care experience is the central construct, and key dimensions of well-being are the outcomes.


The older adult care experience is shaped by older adults' perceptions and evaluations of the care that they receive. Older adult-centered care has autonomy, dignity, unique needs and social environment as its core dimensions and results in those older adults feel empowered, respected, engaged and connected as part of their experience. The article also discusses how such experience can be evaluated by using quality dimensions from service operations, hospitality and healthcare contexts, and challenges that service firms may face in creating older adult care experience.

Research limitations/implications

Given the changing demographics and unique needs of older adults, it is an imperative for academics and practitioners to have an understanding of what determines older adult care experience to better serve them. Such understanding is important as by creating and fostering older adult care experience, service organizations can contribute to individual and societal well-being.


To the authors' best knowledge, this is the first paper to provide a comprehensive conceptualization of the older adult care experience.



Kabadayi, S., Hu, K., Lee, Y., Hanks, L., Walsman, M. and Dobrzykowski, D. (2020), "Fostering older adult care experiences to maximize well-being outcomes: A conceptual framework", Journal of Service Management, Vol. 31 No. 5, pp. 953-977.



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