Purpose

This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being.

Design/methodology/approach

A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members.

Findings

This research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness.

Originality/value

This study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

中文翻译：

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探索互联网服务如何提高老年人的幸福感

目的

本研究旨在调查互联网服务如何改善老年消费者的幸福感。借鉴变革性服务研究 (TSR) 和技术采用文献，它研究了老年人在采用互联网服务时面临的主要挑战，以及他们和他们的家庭成员如何共同创造价值以改善老年服务的包容性和福祉。

设计/方法/方法

定性方法用于识别老年人及其家庭成员在使用互联网服务时面临的挑战、价值共创行为和福祉结果。数据收集方法包括对 75 岁以上消费者及其家庭成员的 24 次深度访谈。

发现

这项研究首先认识到老年人在采用互联网服务方面面临的具体挑战，这些挑战与对技术采用的抵制和健康损害有关。其次，研究结果确定了互联网服务老年消费者的价值共创行为：学习和正规培训，顺应指示，遇到技术问题时寻求帮助。家庭成员还通过两种价值共创行为为老年人的幸福做出贡献：用技术帮助和支持老年亲属，在他们需要支持时保持耐心和宽容。最后，这些行为被发现影响老年消费者幸福感的五个维度：享受、个人成长、掌握、自主和社会联系。

原创性/价值

本研究通过探索互联网服务的老年消费者及其家庭成员的价值共创行为来解决文献中的空白，以改善福祉结果。了解互联网服务的老年消费者的价值共创和福祉是 TSR 和服务包容性文献中一个新兴且研究不足的领域。