The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being |
| |
Institution: | 1. UQ Business School, The University of Queensland, Australia;2. Service Research Center, Karlstad University, Sweden;3. Business Administration, Linköping University, Sweden |
| |
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. |
| |
Keywords: | Elderly consumers Social well-being Hospitality Social interaction with customers Customer to customer interaction Customer satisfaction |
本文献已被 ScienceDirect 等数据库收录! |