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

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

Research output: Journal article publicationJournal articleAcademic researchpeer-review

24 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)223-233
Number of pages11
JournalInternational Journal of Hospitality Management
Volume78
DOIs
Publication statusPublished - 25 Sep 2018

Keywords

  • Customer satisfaction
  • Customer to customer interaction
  • Elderly consumers
  • Hospitality
  • Social interaction with customers
  • Social well-being

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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