Journal Article

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

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.

Attached files

Authors

Altinay, Levent
Song, Haiyan
Madanoglu, Melih
Wang, Xuan Lorna

Oxford Brookes departments

Oxford Brookes Business School\Oxford School of Hospitality Management

Dates

Year of publication: 2018
Date of RADAR deposit: 2018-10-15

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License

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Related resources

This RADAR resource is the Accepted Manuscript of The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being