The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Dominique-Ferreira, Sergio and Ferreira, Andreia and Wang, Xuequn (Alex) (2022) The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels. Journal of Retailing and Consumer Services, 64:102788. pp. 1-9. ISSN 0969-6989


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.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 21 Jul 2022 04:39
Last Modified: 21 Jul 2022 04:39
Uncontrolled Keywords: Consumer behaviours; Emotional intelligence; Hotels; Memorable experience; Service encounter
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Socio-Economic Objectives (2020): 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services
Identification Number or DOI: https://doi.org/10.1016/j.jretconser.2021.102788
URI: http://eprints.usq.edu.au/id/eprint/49822

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