The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels |
| |
| Affiliation: | 1. Griffith Business School, Griffith Institute for Tourism Studies, Griffith University, Australia;3. UNIAG (Unidade de Investigação Aplicada em Gestão), School of Hospitality and Tourism, Polytechnic Institute of Cavado and Ave | RUN Regional University Network.EU, Portugal;4. School of Hospitality and Tourism, Polytechnic Institute of Cavado and Ave, Portugal;5. School of Business and Law, Edith Cowan University, Australia;1. ESSCA School of Management, 55 Quai Alphonse Le Gallo, 92 513, Boulogne-Billancourt, France;2. Athens University of Economics and Business – Marketing Research Laboratory, 76 Patisson Avenue, Athens, 10434, Greece;1. School of Industrial Engineering, College of Engineering, University of Tehran, Iran;2. School of Business and Economics, RWTH Aachen University, Aachen, Germany;3. Centre for Research in Sustainable Supply Chain Analytics, Rowe School of Business, Dalhousie University, Halifax, NS, Canada;1. Sauder School of Business, University of British Columbia (UBC), Vancouver, British Columbia, V6T 1Z2, Canada;2. Rowe School of Business, Dalhousie University, Halifax, NS, B3H 4R2, Canada;1. Ehrenberg-Bass Institute, UniSA Business, University of South Australia, City West Campus Level 4, Yungondi Building, North Terrace Adelaide, SA 5000, Australia;2. Massey University, Auckland, New Zealand;1. Operation Management Group, Indian Institute of Management Ranchi, Ranchi, Jharkhand, India;2. Operation Management Group, Indian Institute of Management Calcutta, Kolkata, West Bengal, India;3. Trinity Business School, Trinity College Dublin, Ireland |
| |
| Abstract: | Drawing on service encounters and experiential marketing theories, this study examined the relationship between geriatric service, memorable experience, emotional intelligence, and senior customers' attitudinal and behavioural responses. The research was conducted at geriatric hotels in Portugal. The results showed that, compared to impersonal encounters, employee service has a significantly greater effect on customer satisfaction, memorable experience, and customer loyalty. In addition, customers' memorable experiences mediated the relationship between different service encounters and organisational outcomes. However, customers’ emotional intelligence had minimal effects on these relationships. The discussion and implications of these findings are offered to researchers and practitioners. |
| |
| Keywords: | Service encounter Hotels Memorable experience Consumer behaviours Emotional intelligence |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
