Abstract
The number of workers aged 55+ will increase significantly in the next few decades. This paper examines factors such as cognitive abilities and prior computer experience that influence performance and job satisfaction on a simulated email-based customer service task among a sample of older adults. Fifty-two persons ranging in age from 50–80 performed the task for four days post-training. The participants also completed a cognitive battery, computer experience questionnaire, and measures of workload, intrinsic job satisfaction and intrinsic job motivation. The data indicated performance was influenced by prior computer experience, cognitive abilities and age such that those with less experience, lower abilities and who were older performed the task at lower levels. Job satisfaction was influenced by perceptions of workload, interest in computers and intrinsic job motivation. Generally people who rated workload higher and who had higher intrinsic motivation and greater interest in computers were more satisfied performing the task.