Ageing and wellbeing co-creation: systematic literature review and future avenues for Transformative Service Researchers

Figures & data

Figure 1. PRISMA flow diagram of systematic article search and selection (Moher et al., 2009).

Figure 2. Service Ecosystem ‘Wellbeing of the Ageing Population’ ̶ Themes and System Levels.

Figure 3. Keyword co-occurrence network (Source: VOSviewer).

Table 1. Thematic analysis vs bibliometric analysis

Thematic analysis themes	Thematic analysis sub-themes	Discussion points	Match bibliometric analysis keywords
Theme 1: Knowledge, skills, opportunities, and training to enable wellbeing co-creation	Subtheme 1: Knowledge, skills, and education of service users	Service users’ knowledge and skills	No
	Subtheme 2: Knowledge, skills, opportunities, and training of service providers	Service providers’ knowledge, skills development, and opportunities	No
Theme 2: Service Experience and Service Orientation	Subtheme 1: Service orientation and service culture at the service provider	Staff initiatives and engaging activities to create a guest – host approach	No
	Subtheme 2: Service outcome, experience, and satisfaction of ageing people	Potential outcome of services	No
		Needs, preferences, consumer behaviour, and service evaluation	Yes
		Service experience and satisfaction	Yes
Theme 3: Barriers and Facilitators of Service Access and Use, and the Role of Technology	Subtheme 1: Barriers and facilitators of service access and use for ageing people	Ageing, service access, and inclusion	Yes
		Bias and discrimination by service providers	No
		(Dis-)Empowering the ageing population	Partially
	Subtheme 2: Barriers and facilitators of service robots, AI, and service gamification	Service robots, AI, and gamification	Yes
		Perception of, access to, and adoption of, service robots & technology	Partially
		Motivators of service technology use	No
		Barriers to service technology adoption and use	No
Theme 4: Service Design, Customisation, and Servicescapes for the Ageing Population	Subtheme 1: Service adaptation and customisation	Service adaptation to user values	Partially
		Customised services	No
		Influence of social norms, physical and cognitive decline on service usage	No
	Subtheme 2: Service (co-)design and servicescapes for ageing people	Service design	No
		Empowerment through value co-creation and co-design	Partially
		Servicescapes for better value co-creation	Partially
Theme 5: Characteristics, Wellbeing Needs and Resilience of the Ageing Service Users	Subtheme 1: Factors of elderly wellbeing	Not applicable	Partially
	Subtheme 2: Coping strategies in service contexts	Not applicable	Yes
Theme 6: Service Policies and Marketing for the Ageing Population	Subtheme 1: Service policies and support	Not applicable	No
	Subtheme 2: Service customer segmentation and marketing	Not applicable	Partially
Theme 7: Service Encounter Engagement with the Ageing Population	Subtheme 1: Relational and social activities in service encounters	Not applicable	Yes
	Subtheme 2: Service encounter engagement	Not applicable	Yes
Theme 8: Service Co-Creation with the Ageing Population	Subtheme 1: Customer-to-staff co-creation of wellbeing	Not applicable	Partially
	Subtheme 2: Customer-to-customer co-creation of wellbeing	Not applicable	No
	Subtheme 3: Customer-to-family co-creation of wellbeing	Not applicable	No
	Subtheme 4: Family-to-service staff co-creation of wellbeing	Not applicable	No

Figure 4. Temporal keyword co-occurrence map (1989–2023) (Source: VOSviewer).

Figure 5. Detailed Overview of Actors across System Levels in the Service Ecosystem ‘Wellbeing of the Ageing Population’.

Table 2. Examples of future TSR priorities for the ageing population.

Theme	Future TSR Priorities
Theme 1: Knowledge, skills, opportunities, and training to enable wellbeing co-creation	How can tailored initiatives promoting digital skills among the ageing people be optimised to contribute significantly to their overall wellbeing? What strategies ensure effective compliance with directions in service consumption among the ageing population?
Theme 2: Service orientation and service experience	How do restorative servicescapes contribute to the overall quality of life for seniors, and what specific elements within these environments impact wellbeing? How do healthcare interventions, including hospital services and drug consumption, influence the life expectancy and wellbeing of the 65 + population?
Theme 3: Barriers and facilitators of service access and use, and the role of technology	How can tailored active ageing services empower seniors to overcome barriers, master digital skills, and promote independence in accessing internet and e-services despite challenges? What are the key barriers faced in accessing suitable aged care services, and how can service providers address these barriers to ensure non-discriminatory and appropriate care?
Theme 4: Service design, customisation, and servicescapes	What service strategies address the diverse needs and values of the ageing population dynamically, considering the shift in hedonistic values? How do social norms, physical, and cognitive decline influence service needs, particularly for diverse demographics like the Rainbow/LGBTIAQ + community?
Theme 5: Characteristics, wellbeing needs, and resilience of the ageing service users	How do hedonic and eudaimonic aspects of wellbeing interact among the ageing population in service contexts? What strategies can service providers employ to foster psychological wellbeing in commercial senior living settings?
Theme 6: Service policies and marketing for the ageing population	How can service marketing challenge age-based stereotypes and promote positive ageing images for diverse preferences and customer segments? What is the impact of social media events on the social connectivity of the ageing population, and how can marketing leverage these platforms?
Theme 7: Service encounter engagement with the ageing population	How do social activities impact the wellbeing of the elderly in service contexts, and how can active participation be promoted effectively? What dimensions of customer participation are crucial in online service encounters, and how can service providers cater to diverse individual needs?
Theme 8: Service co-creation with the ageing population	How does customer-to-customer co-creation impact the social wellbeing of the elderly in service contexts? How do co-creation behaviours during internet service use with family members contribute to the wellbeing of elderly individuals?

Moher, D., Liberati, A., Tetzlaff, J., Altman, D. G., & Group*, P. (2009). Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement. Annals of Internal Medicine, 151(4), 264–269. https://doi.org/10.7326/0003-4819-151-4-200908180-00135

 PubMed Web of Science ®Google Scholar