IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v64y2022ics0969698921003544.html
   My bibliography  Save this article

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

Author

Listed:
  • Prentice, Catherine
  • Dominique-Ferreira, Sergio
  • Ferreira, Andreia
  • Wang, Xuequn (Alex)

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.

Suggested Citation

  • Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & 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, Elsevier, vol. 64(C).
    • Handle: RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921003544
    DOI: 10.1016/j.jretconser.2021.102788
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698921003544
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2021.102788?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Falk, Armin & Fischbacher, Urs, 2006. "A theory of reciprocity," Games and Economic Behavior, Elsevier, vol. 54(2), pages 293-315, February.
    2. Yu Wang & Feng Kong, 2014. "The Role of Emotional Intelligence in the Impact of Mindfulness on Life Satisfaction and Mental Distress," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 116(3), pages 843-852, May.
    3. Prentice, Catherine, 2016. "Leveraging employee emotional intelligence in casino profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 127-134.
    4. Prentice, Catherine & Nguyen, Mai, 2020. "Engaging and retaining customers with AI and employee service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    5. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    6. Edi Wibowo, 2019. "Relationship Management of Cafe Customers around Universitas Sebelas Maret Surakarta - Indonesia," GATR Journals jmmr211, Global Academy of Training and Research (GATR) Enterprise.
    7. Catherine Prentice, 2019. "Emotional Intelligence And Dramaturgical Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 6, pages 113-131, World Scientific Publishing Co. Pte. Ltd..
    8. Ordanini, Andrea & Pasini, Paolo, 2008. "Service co-production and value co-creation: The case for a service-oriented architecture (SOA)," European Management Journal, Elsevier, vol. 26(5), pages 289-297, October.
    9. Prentice, Catherine & Wong, IpKin Anthony, 2015. "Casino marketing, problem gamblers or loyal customers?," Journal of Business Research, Elsevier, vol. 68(10), pages 2084-2092.
    10. Catherine Prentice, 2019. "Emotional Intelligence and Marketing," World Scientific Books, World Scientific Publishing Co. Pte. Ltd., number 11363, August.
    11. Catherine Prentice, 2019. "Emotional Intelligence And External Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 8, pages 165-184, World Scientific Publishing Co. Pte. Ltd..
    12. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    13. Catherine Prentice, 2019. "Emotional Intelligence And Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 1, pages 1-12, World Scientific Publishing Co. Pte. Ltd..
    14. Kim, Jong-Hyeong, 2014. "The antecedents of memorable tourism experiences: The development of a scale to measure the destination attributes associated with memorable experiences," Tourism Management, Elsevier, vol. 44(C), pages 34-45.
    15. Catherine Prentice, 2019. "Emotional Intelligence And Impersonal Encounter Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 9, pages 185-212, World Scientific Publishing Co. Pte. Ltd..
    16. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
    17. Prentice, Catherine, 2014. "Who stays, who walks, and why in high-intensity service contexts," Journal of Business Research, Elsevier, vol. 67(4), pages 608-614.
    18. Williams, Luke & Buoye, Alexander & Keiningham, Timothy L. & Aksoy, Lerzan, 2020. "The practitioners’ path to customer loyalty: Memorable experiences or frictionless experiences?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    19. Catherine Prentice, 2019. "Emotional Intelligence And Internal Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 5, pages 85-111, World Scientific Publishing Co. Pte. Ltd..
    20. Prentice, Dr Catherine, 2019. "Managing service encounters with emotional intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 344-351.
    21. Mehrdad Kargari, 2018. "Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition," Mathematical Problems in Engineering, Hindawi, vol. 2018, pages 1-11, March.
    22. Petrides, K.V., 2010. "Trait Emotional Intelligence Theory," Industrial and Organizational Psychology, Cambridge University Press, vol. 3(2), pages 136-139, June.
    23. Catherine Prentice, 2019. "Emotional Intelligence And Relational Encounter Marketing," World Scientific Book Chapters, in: EMOTIONAL INTELLIGENCE AND MARKETING, chapter 7, pages 133-163, World Scientific Publishing Co. Pte. Ltd..
    24. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.
    25. W. H. Voorberg & V. J. J. M. Bekkers & L. G. Tummers, 2015. "A Systematic Review of Co-Creation and Co-Production: Embarking on the social innovation journey," Public Management Review, Taylor & Francis Journals, vol. 17(9), pages 1333-1357, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    2. Moliner-Tena, Miguel A. & Monferrer-Tirado, Diego & Estrada-Guillen, Marta & Vidal-Meliá, Lidia, 2023. "Memorable customer experiences and autobiographical memories: From service experience to word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Petr, Christine & Caudan, Paul, 2024. "Ethical marketing framework for metaverse simulated experiences of tourism (SET): An exploration of consumers’ aspirations and fears," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    4. Christine Petr & Paul Caudan, 2024. "Ethical marketing framework for metaverse simulated experiences of tourism (SET): An exploration of consumers’ aspirations and fears," Post-Print hal-04554364, HAL.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prentice, Catherine & Nguyen, Mai, 2020. "Engaging and retaining customers with AI and employee service," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    2. Prentice, Catherine & Nguyen, Mai, 2021. "Robotic service quality – Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    3. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    4. Dogerlioglu-Demir, Kivilcim & Ng, Andy H. & Koçaş, Cenk, 2023. "Gracefully yours: Would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. Prentice, Catherine & Wong, IpKin Anthony & Lin, Zhiwei (CJ), 2023. "Artificial intelligence as a boundary-crossing object for employee engagement and performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    6. Prentice, Dr Catherine, 2019. "Managing service encounters with emotional intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 344-351.
    7. Zhang, Huihui & Zach, Florian J. & Xiang, Zheng, 2023. "Design standardization by Airbnb multi-unit hosts," Annals of Tourism Research, Elsevier, vol. 98(C).
    8. Chunlin Yuan & Shuman Wang & Yue Liu, 2023. "AI service impacts on brand image and customer equity: empirical evidence from China," Journal of Brand Management, Palgrave Macmillan, vol. 30(1), pages 61-76, January.
    9. Tan, Wee-Liang & Zuckermann, Ghil'ad, 2021. "External impetus, co-production and grassroots innovations: The case of an innovation involving a language," Technological Forecasting and Social Change, Elsevier, vol. 164(C).
    10. Rocco Palumbo & Stefania Vezzosi & Paola Picciolli & Alessandro Landini & Carmela Annarumma & Rosalba Manna, 2018. "Fostering organizational change through co-production. Insights from an Italian experience," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(3), pages 371-391, September.
    11. Tuguinay, Jovanie A. & Prentice, Catherine & Moyle, Brent, 2022. "The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    12. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
    13. Chuah, Stephanie Hui-Wen & Yu, Joanne, 2021. "The future of service: The power of emotion in human-robot interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    14. Prentice, Catherine & Wang, Xuequn & Loureiro, Sandra Maria Correia, 2019. "The influence of brand experience and service quality on customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 50-59.
    15. Prentice, Catherine, 2016. "Leveraging employee emotional intelligence in casino profitability," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 127-134.
    16. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    17. Burks, Stephen V. & Carpenter, Jeffrey P. & Verhoogen, Eric, 2003. "Playing both roles in the trust game," Journal of Economic Behavior & Organization, Elsevier, vol. 51(2), pages 195-216, June.
    18. Thomas Dohmen & Armin Falk & David Huffman & Uwe Sunde, 2009. "Homo Reciprocans: Survey Evidence on Behavioural Outcomes," Economic Journal, Royal Economic Society, vol. 119(536), pages 592-612, March.
    19. Adrian Bruhin & Ernst Fehr & Daniel Schunk, 2019. "The many Faces of Human Sociality: Uncovering the Distribution and Stability of Social Preferences," Journal of the European Economic Association, European Economic Association, vol. 17(4), pages 1025-1069.
    20. Amrei Lahno & Marta Serra-Garcia, 2015. "Peer effects in risk taking: Envy or conformity?," Journal of Risk and Uncertainty, Springer, vol. 50(1), pages 73-95, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921003544. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.