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.
Altinay, LeventSong, HaiyanMadanoglu, MelihWang, Xuan Lorna
Oxford Brookes Business School\Oxford School of Hospitality Management
Year of publication: 2018Date of RADAR deposit: 2018-10-15