مقاله انگلیسی نقش تجربه به یاد ماندنی و هوش هیجانی در وفاداری مشتریان ارشد
ترجمه نشده

مقاله انگلیسی نقش تجربه به یاد ماندنی و هوش هیجانی در وفاداری مشتریان ارشد

عنوان فارسی مقاله: نقش تجربه به یاد ماندنی و هوش هیجانی در وفاداری مشتریان ارشد به هتل های سالمندان
عنوان انگلیسی مقاله: The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
مجله/کنفرانس: مجله خرده فروشی و خدمات مصرف کننده - Journal of Retailing and Consumer Services
رشته های تحصیلی مرتبط: مدیریت
گرایش های تحصیلی مرتبط: مدیریت بازرگانی، بازاریابی، مدیریت کسب و کار
کلمات کلیدی فارسی: برخورد خدماتی، هتل ها، تجربه به یاد ماندنی، رفتارهای مصرف کننده، هوش هیجانی
کلمات کلیدی انگلیسی: Service encounter - Hotels - Memorable experience - Consumer behaviours - Emotional intelligence
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
نمایه: Scopus - Master Journals List - JCR
شناسه دیجیتال (DOI): https://doi.org/10.1016/j.jretconser.2021.102788
دانشگاه: Griffith Business School, Griffith Institute for Tourism Studies, Griffith University, Australia
ناشر: الزویر - Elsevier
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2022
ایمپکت فاکتور: 7.766 در سال 2020
شاخص H_index: 89 در سال 2021
شاخص SJR: 1.568 در سال 2020
شناسه ISSN: 0969-6989
شاخص Quartile (چارک): Q1 در سال 2020
فرمت مقاله انگلیسی: PDF
تعداد صفحات مقاله انگلیسی: 9
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: بله
آیا این مقاله مدل مفهومی دارد: دارد
آیا این مقاله پرسشنامه دارد: ندارد
آیا این مقاله متغیر دارد: دارد
آیا این مقاله فرضیه دارد: دارد
کد محصول: E15950
رفرنس: دارای رفرنس در داخل متن و انتهای مقاله
فهرست مطالب (انگلیسی)

Abstract


Keywords


1. Introduction


2. Literature review


3. Method


4. Analysis and results


5. Discussion


6. Implications


Funding


References

بخشی از مقاله (انگلیسی)

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.


 


1. 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).

The antecedents of customer satisfaction and loyalty have been extensively discussed across industries and contexts in the relevant literature. From the perspective of service organisation, providing quality service is one of the most effective initiatives used to satisfy customers and generate customer loyalty and retention. Numerous studies have provided empirical evidence of a chain relationship between service quality, customer satisfaction, and loyalty (e.g., Olorunniwo et al., 2006; Prentice, 2013a, 2014; Shi et al., 2014). However, service quality is not necessarily directly related to customer satisfaction, as the level of overall quality service is expected unless some service elements (tangible or intangible) exceed customer expectations and are transferred into memorable experiences (Prentice, 2013a, 2014). Consumers opt to purchase and consume the service to acquire such experiences (Sandstrom ¨ et al., 2008). These memorable events that occur during service encounters affect their attitudes (e.g., satisfaction) and behaviours (e.g., purchase, loyalty behaviours) toward the service provider (Williams et al., 2020). Therefore, customers’ memorable experiences likely play a role in the relationship chain of service quality, customer satisfaction, and loyalty.

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