Social connectedness and well-being of elderly customers: Do employee-to-customer interactions matter?

IF 11.9 1区 管理学 Q1 BUSINESS
Kuo-Hao Feng, L. Altınay, Zaid Alrawadieh
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引用次数: 6

Abstract

ABSTRACT While a plethora of research examines the antecedents and outcomes of favorable employee-to-customer interaction in the hospitality industry, little empirical investigation has been conducted so far to understand the effect of employee-to-customer interaction on customers’ social well-being. This omission is particularly intriguing in the context of elderly care homes whereby employee-to-customer interaction is both intense and crucial. Building on a transformative service research perspective, the present study draws on a mixed-methods approach using a sequential quantitative-qualitative design to understand the interface between favorable employee-to-customer interaction, social connectedness, and social well-being. Using data from 267 elderly individuals in care homes combined with data from three focus groups in China, the study confirms the role of favorable employee-to-customer interaction in enhancing the social connectedness of elderly customers. Both employee-to-customer interaction and social connectedness are also found to positively influence elderly customers’ social well-being. Findings from the qualitative study lend support to the proposed theoretical model and further demonstrate how elderly consumers’ social well-being is impacted in a transformative way by favorable interactions with employees. Qualitative findings show how both employees and elderly customers deploy different resources to pursue transformative outcomes of value exchange and value co-creation. The study advances transformative service research and suggests implications for policy and managers in elderly care homes and the wider hospitality industry.
老年顾客的社会联系与幸福感:员工与顾客之间的互动重要吗?
虽然大量的研究考察了酒店行业中有利的员工与客户互动的前因和结果,但迄今为止,很少有实证调查来了解员工与客户互动对客户社会福利的影响。在养老院的背景下,这种遗漏尤其有趣,因为员工与客户的互动既激烈又至关重要。基于变革服务研究的视角,本研究采用了一种混合方法,使用连续的定量-定性设计来理解有利的员工与客户互动、社会联系和社会福祉之间的界面。该研究使用了267名养老院老人的数据,并结合了中国三个焦点小组的数据,证实了良好的员工与客户互动在增强老年客户的社会联系方面的作用。员工与顾客互动和社会连通性对老年顾客的社会幸福感也有正向影响。定性研究的结果支持了所提出的理论模型,并进一步证明了老年消费者的社会福祉如何通过与员工的良好互动以变革性的方式受到影响。定性研究结果显示了员工和老年客户如何部署不同的资源来追求价值交换和价值共同创造的变革性结果。该研究推进了变革性服务研究,并对养老院和更广泛的酒店业的政策和管理人员提出了建议。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
20.90
自引率
6.40%
发文量
33
期刊介绍: The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.
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