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این مقاله علمی پژوهشی (ISI) به زبان انگلیسی از نشریه الزویر مربوط به سال ۲۰۲۲ دارای ۹ صفحه انگلیسی با فرمت PDF می باشد در ادامه این صفحه لینک دانلود رایگان مقاله انگلیسی و بخشی از ترجمه فارسی مقاله موجود می باشد.
کد محصول: M1267
سال نشر: ۲۰۲۲
نام ناشر (پایگاه داده): الزویر
نام مجله: Journal of Retailing and Consumer Services
نوع مقاله: علمی پژوهشی (Research articles)
تعداد صفحه انگلیسی: ۹ صفحه PDF
عنوان کامل فارسی:
مقاله انگلیسی ۲۰۲۲ : نقش تجربه خاطره انگیز و هوش هیجانی در وفاداری مشتریان سالخورده به هتل های سالمندان
عنوان کامل انگلیسی:
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
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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
۱.Introduction
An increase in the ageing population drives the demand for retirement accommodations of senior citizens, which generally include retirement villages/homes and aged care homes (Cheek et al., 2007). While being different in terms of care options (self-care vs nursing care) (Yeung et al., 2017), facilities, and funding (self-funding vs government subsidised), retirement villages and aged care homes are often integrated with facilities catering to all senior citizens, who can opt for short- and/or long-term stay in some countries (e.g., Portugal). This integrated entity or accommodation is referred to as a geriatric hotel for this study. Recently, more geriatric hotels have sprung along with the increase in the aged population, which provides more options for senior citizens; simultaneously, it has driven competition among the hotels. Like in any other business, the key strategy to gain competitive advantage for a service provider or organisation is to attain customer satisfaction and loyalty (Prentice, 2014), which has become a performance metric for most service organisations and is referred to as organisational service performance (see Prentice, 2019a)…
۶.۳.Limitations and future research
This study has a few limitations to be acknowledged regarding its application and future research. Firstly, the study included only geriatric hotels in Portugal; thus, the generalizability of the findings may be limited. Geriatric hotels differ from traditional hotels or nursing homes, and this concept may be misconstrued. For example, in Australia, there are retirement villages and aged homes which have very different facilities and services. Hotels can be a combination of these two or different. For this reason, researchers must be cautious when citing the findings of this study. Conducting a similar study from different countries or two different elderly homes could provide better insights into the proposed relationships. The sample size of each hotel was rather small. A larger sample could enable comparative analysis by modelling each hotel separately to understand the differences in the service encounter experiences in explaining customer satisfaction and loyalty. The trait EI measure in this study may have influenced its relationships with other study constructs. Including an ability test or other traits, EI measures may provide different insights. Future research should examine these limitations and cross-validate this study’s findings.