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The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Altinay, Levent, Song, Haiyan, Madanoglu, Melih and Wang, Xuan Lorna (2018) The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being International Journal of Hospitality Management.

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Abstract

This study highlights the valuable role the hospitality industry can play in addressing a societal problem by studying how social interactions between elderly consumers and other customers influence the satisfaction and social well-being of the former. The data were collected from 268 elderly consumers in local coffee shops in the United Kingdom using a self-administrated questionnaire. The findings reveal that elderly customers’ interactions with other customers have a direct effect both on customer satisfaction and social well-being. They also show that social interactions with other customers have both direct and indirect effects on the social well-being of elderly customers. The study provides good evidence for how commercial hospitality settings can serve as a space for social exchange that helps to alleviate social isolation.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Altinay, Levent
Song, Haiyan
Madanoglu, Melih
Wang, Xuan Lornalorna.wang@surrey.ac.uk
Date : 25 September 2018
DOI : 10.1016/j.ijhm.2018.09.005
Uncontrolled Keywords : Elderly consumers; Social well-being; Hospitality; Social interaction with customers; Customer to customer interaction; Customer satisfaction
Depositing User : Melanie Hughes
Date Deposited : 15 Nov 2018 09:14
Last Modified : 15 Nov 2018 09:14
URI: http://epubs.surrey.ac.uk/id/eprint/849877

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