مقاله انگلیسی رایگان در مورد نقش تجربه به یاد ماندنی و هوش هیجانی در وفاداری مشتریان ارشد – الزویر ۲۰۲۲

elsevier

 

مشخصات مقاله
ترجمه عنوان 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
انتشار مقاله سال ۲۰۲۲
تعداد صفحات مقاله انگلیسی ۹ صفحه
هزینه دانلود مقاله انگلیسی رایگان میباشد.
پایگاه داده نشریه الزویر
نوع نگارش مقاله
مقاله پژوهشی (Research Article)
مقاله بیس این مقاله بیس میباشد
نمایه (index) Scopus – Master Journals List – JCR
نوع مقاله ISI
فرمت مقاله انگلیسی  PDF
ایمپکت فاکتور(IF)
۷٫۷۶۶ در سال ۲۰۲۰
شاخص H_index ۸۹ در سال ۲۰۲۱
شاخص SJR ۱٫۵۶۸ در سال ۲۰۲۰
شناسه ISSN ۰۹۶۹-۶۹۸۹
شاخص Quartile (چارک) Q1 در سال ۲۰۲۰
فرضیه دارد
مدل مفهومی دارد
پرسشنامه ندارد
متغیر دارد
رفرنس دارد
رشته های مرتبط مدیریت
گرایش های مرتبط مدیریت بازرگانی، بازاریابی، مدیریت کسب و کار
نوع ارائه مقاله
ژورنال
مجله  مجله خرده فروشی و خدمات مصرف کننده – Journal of Retailing and Consumer Services
دانشگاه Griffith Business School, Griffith Institute for Tourism Studies, Griffith University, Australia
کلمات کلیدی 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
شناسه دیجیتال – doi
https://doi.org/10.1016/j.jretconser.2021.102788
کد محصول E15950
وضعیت ترجمه مقاله  ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید.
دانلود رایگان مقاله دانلود رایگان مقاله انگلیسی
سفارش ترجمه این مقاله سفارش ترجمه این مقاله

 

فهرست مطالب مقاله:

Abstract

Keywords

۱٫ Introduction

۲٫ Literature review

۳٫ Method

۴٫ Analysis and results

۵٫ Discussion

۶٫ Implications

Funding

References

بخشی از متن مقاله:

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.

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).

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.

ارسال دیدگاه

نشانی ایمیل شما منتشر نخواهد شد.