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

Feng, Kuo; Altınay, Levent; Alrawadıeh, Zaid

doi:10.1080/19368623.2023.2139036

Cited by 9 publications

(14 citation statements)

References 83 publications

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“…This finding aligns with the social exchange theory (Blau, 1986) and the studies of Assiouras et al (2019) and Chathoth et al (2020). The stronger the social relations and ties between service providers and customers, the higher the level of customer satisfaction (Coulter & Ligas, 2000) because favorable interactions between customers and employees improve social connectedness and well‐being (Feng et al, 2023).…”

Section: Discussionmentioning

confidence: 99%

“…Service employees' behavior may differ depending on the situation and customer, while customer responses to similar employee behaviors may vary owing to individual differences (Delcourt et al, 2013). Customers and service employees utilize their skills and personal resources to achieve positive and transformative outcomes of value co‐creation (Feng et al, 2023). Thus, value is co‐created by agents in dynamic and contextual service processes (Vargo & Lusch, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to the service‐dominant logic of marketing, value is co‐created by the actors in a service encounter (Vargo & Lusch, 2017); therefore, it is crucial to examine customer–employee rapport to understand value co‐creation. When customers receive favorable treatment, they reciprocate it and try to consider the service employees' needs (Feng et al, 2023). Customer–employee rapport mainly focuses on the emotional connection between customers and employees (Hwang et al, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Harmonious relationships between customers and employees contribute to customer satisfaction and positive feelings (Chang et al, 2020). In their study of elderly customers, Feng et al (2023) revealed that favorable employee–customer interactions contribute to the social connectedness and well‐being of customers in care homes. Good interactions can evoke positive emotions (Wu & Gao, 2019), and entertainment during a vacation can positively influence psychological well‐being (Reitsamer & Brunner‐Sperdin, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

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Tourist personality, value co‐creation, and emotional well‐being

Uslu,

Tosun

2023

Int J Consumer Studies

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This study aimed to examine value co‐creation as a predictor of customer satisfaction and emotional well‐being using a comprehensive research model. It investigated the personal (customer extraversion and agreeableness) and situational (customer–employee rapport) variables that influence value co‐creation (customer participation and citizenship behaviors) and, consequently, lead to customer satisfaction and emotional well‐being. The tourism sector was selected for the study because value co‐creation, satisfaction, and emotional well‐being are crucial for hotel managers and academic researchers in the dynamic and competitive service environment. Around 400 tourists in Turkey participated in the field research. Data analysis with partial least squares structural equation modeling showed that extraversion and agreeableness positively influenced customer–employee rapport and value co‐creation; agreeable and extroverted customers are more likely to positively interact with the service staff and engage in value co‐creation. Customer–employee rapport positively affects value co‐creation, customer satisfaction, and emotional well‐being. Value co‐creation has a significant positive impact on customer satisfaction and emotional well‐being. The results contribute to the literature by testing an original model illustrating customers' role in value co‐creation. Customer personalities shape value co‐creation in dyadic exchange relationships. Their personalities, behaviors, and interactions during the service process shape their satisfaction and emotional well‐being. This study contributes to the social exchange theory and service‐dominant logic perspectives by providing empirical evidence regarding the significant direct impact of value co‐creation on tourists' emotional well‐being.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Tourist personality, value co‐creation, and emotional well‐being

Uslu,

Tosun

2023

Int J Consumer Studies

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“…Significantly, empathy provides social and emotional support central to caring or bonding service interactions (Bove, 2019;Feng et al, 2019), and is an important service co-creation behaviour (Tan et al, 2019). Creating meaningful connections can be further associated with social connectedness as a subjective awareness of interpersonal closeness and relationships with others (O'Rourke et al, 2018), previously found to support social well-being for customers experiencing vulnerability (Feng et al, 2023).…”

Section: Principles Of Spoken Service Language For Well-beingmentioning

confidence: 99%

Spoken service language for customer well-being in a transformative service context: residential aged care

Scerri,

Presbury

2024

JSTP

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PurposeSpoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.Design/methodology/approachSituated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.FindingsThe findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.Originality/valueThis study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.

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Call for Papers - Special Issue: Healthy Ageing and the Service Industries

2023

The Service Industries Journal

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

Cited by 9 publications

References 83 publications

Tourist personality, value co‐creation, and emotional well‐being

Tourist personality, value co‐creation, and emotional well‐being

Spoken service language for customer well-being in a transformative service context: residential aged care

Call for Papers - Special Issue: Healthy Ageing and the Service Industries

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