Articles
The Journal on Active Aging brings articles of value to professionals dedicated to older-adult quality of life. Content sweeps across the active-aging landscape to focus on education and practice. Find articles of interest by searching the article archives in three ways: Enter a keyword in the articles search bar; click on search by topic; or type a keyword or phrase in the general search bar at the top of the page.
Topic- Customer service
Ability, not age: Ending ageist assumptions in physical activity programming by Erin Eleuterio, Holly Benson, Jojo McDuffie, Patricia Linderman, Laura Dow, Cheryl Whitelaw, Jennifer Winters, PhD, and
In 2024, a task force of health professionals and physical activity leaders set out to address ageism in physical activity. The group's recommendations appeared in a March 2025 white paper to tackle negative stereotypes about aging and change the narrative. In this article, the authors share their steps and strategies.
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Leveraging food excellence as a business strategy by Laura Quaglio
Four case studies show how culinary, nutrition and hospitality innovation drives multilayered ROI. These are actionable real-world stories of how leaders brought culinary innovation to their businesses--with outsized impacts for all involved.
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Disruption-proof your senior housing business by Chip Conley, MBA
At a time when the "silver tsunami" should be a huge boon for senior housing developers in the United States and beyond, occupancy rates have trended downward for the past 10 quarters. There are countless examples of industries, from railroads to retail real estate, that fell into a slump exactly when consumer demand was spiking. Why? Often, they were too product or process oriented, and not enough consumer oriented, while their core customers' needs evolved over time. How does this rationale apply to the senior housing industry? Beyond well-known operational challenges like labor expenses and construction costs, even some newer, more innovative models may not be addressing the critical larger question: What do today's older customers really want in a housing environment? ... Maybe it's time we reimagine the senior housing model by using the lens of a serial disruptor in the hospitality industry.
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Teaching for eyes, ears and hearts: The multidimensional languages of fitness by Lawrence Biscontini, MA
As active-aging movement coaches, we communicate on three levels. Although our volume, style, language, demographics, culture and tone can change our meaning by the minute among various classes and clients, we can divide all of our communication strategies into visual, auditory and kinesthetic camps. Even though current research reveals that some people prefer one of these three types, we may wish to consider aspects of teaching for each of these strategies in order to be effective communicators in active-aging environments. Including all three languages of fitness offers a rich, dimensionalized approach to cueing, thereby helping us connect with a larger active-aging market.
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Five Meal Plan: Quincy Village reimagines food services
Quincy Village in Waynesboro, Pennsylvania, focuses "on providing older adults with quality service and a meaningful experience." Set amid the mountains, forests and farmlands of Franklin County, the not-for-profit continuing care retirement community provides four levels of living--independent living, personal care, assisted living and skilled nursing--and serves approximately 450 residents ages 55 and older. ... "Quincy Village is always looking at how we can raise the bar and deliver and support the best engaging services and culture, and in doing so, enhance the quality of life for our residents," says Director of Community Life and Volunteer Services Laura Glass. "For example, we determined a need to enhance the dining experience within our community." Quincy Village staff researched and designed a new meal program that they believed would work best for residents in nursing care. "This plan breaks away from the traditional tray service found in nursing homes and replaces it with fresh, made-to-order food five times a day (instead of three)," Glass says. Called the Five Meal Plan, the new dining program "has truly allowed us to provide quality resident-centered care," she adds.
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A culture of hospitality: providing exceptional services, positive experiences
With more than 27 years’ experience working with senior living organizations and older adults, M. Sloan Bentley has seen a lot of changes in the industry. “For years senior living communities were thought of as a place where older adults went to be ‘cared for,’ but by today’s standards, that is so far from the truth,” states Bentley, a gerontologist and licensed nursing home administrator. “In fact, many communities are likened to a five-star hotel experience or living on a cruise ship.”
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