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

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Prentice, Catherine
Dominique-Ferreira, Sergio
Ferreira, Andreia
Wang, Xuequn Alex
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2022
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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.

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Journal of Retailing and Consumer Services

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64

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© 2021 Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International Licence (http://creativecommons.org/licenses/by-nc-nd/4.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, providing that the work is properly cited.

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Marketing

Tourism

Social Sciences

Business & Economics

Service encounter

Hotels

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Prentice, C; Dominique-Ferreira, S; Ferreira, A; Wang, XA, The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels, Journal of Retailing and Consumer Services, 2022, 64

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