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.

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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


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


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