The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Altınay, Levent; Song, Haiyan; Madanoglu, Melih; Wang, Xuan Lorna

doi:10.1016/j.ijhm.2018.09.005

Cited by 83 publications

(54 citation statements)

References 96 publications

(122 reference statements)

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“…This result confirmed previous findings that elderly consumers are most concerned about privacy protection (Nunan and Di Domenico, 2019). The relevance of social interaction among consumers has been acknowledged, particularly in reference to elderly reviewers (Altinay et al, 2019;Song et al, 2018). However, the findings of the present study showed that elderly guests were most concerned about their privacy during their hotel stays, indicating a need to investigate the balance between interaction and disclosure in this specific demographic group.…”

Section: Ijchmsupporting

confidence: 90%

“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

D’Acunto

Volo

Filieri

2021

IJCHM

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Purpose This study aims to explore US hotel guests’ privacy concerns with a twofold aim as follows: to investigate the privacy categories, themes and attributes most commonly discussed by guests in their reviews and to examine the influence of cultural proximity on privacy concerns. Design/methodology/approach This study combined automated text analytics with content analysis. The database consisted of 68,000 hotel reviews written by US guests lodged in different types of hotels in five European cities. Linguistic Inquiry Word Count, Leximancer and SPSS software were used for data analysis. Automated text analytics and a validated privacy dictionary were used to investigate the reviews by exploring the categories, themes and attributes of privacy concerns. Content analysis was used to analyze the narratives and select representative snippets. Findings The findings revealed various categories, themes and concepts related to privacy concerns. The two most commonly discussed categories were privacy restriction and outcome state. The main themes discussed in association with privacy were “room,” “hotel,” “breakfast” and several concepts within each of these themes were identified. Furthermore, US guests showed the lowest levels of privacy concerns when staying at American hotel chains as opposed to non-American chains or independent hotels, highlighting the role of cultural proximity in privacy concerns. Practical implications Hotel managers can benefit from the results by improving their understanding of hotel and service attributes mostly associated with privacy concerns. Specific suggestions are provided to hoteliers on how to increase guests’ privacy and on how to manage issues related to cultural distance with guests. Originality/value This study contributes to the hospitality literature by investigating a neglected issue: on-site hotel guests’ privacy concerns. Using an unobtrusive method of data collection and text analytics, this study offers valuable insights into the categories of privacy, the most recurrent themes in hotel guests’ reviews and the potential relationship between cultural proximity and privacy concerns.

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Section: Ijchmsupporting

confidence: 90%

“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

D’Acunto

Volo

Filieri

2021

IJCHM

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“…In a study of online social support, a strong relationship was found between online peerto-peer support and patients' psychological well-being (Yao et al, 2015). However, numerous researchers posit that particular interactions may cause customers to influence peer customers more (Altinay et al, 2018;Song et al, 2018), which may provoke either a positive or an adverse experience (Wu, 2007) in commercial settings. For example, interaction such as a conversation taking place between customers can facilitate anxiety and boredom for dissatisfied customers (Harris and Baron, 2004).…”

Section: Social Interaction With Peersmentioning

confidence: 99%

Social well-being and transformative service research: evidence from China

Feng

Altınay

Olya

2019

JSM

Self Cite

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Purpose This empirical study aims to investigate the influence of socially supportive services provided by commercial senior living services on older customers’ social well-being. This study seeks to test the moderating role of social connectedness on the above associations. It explores necessary conditions and causal recipes from the combination of interactions and social connectedness to predict customers’ social well-being. Design/methodology/approach Data were collected from 190 older customers residing in commercial senior living services in Beijing, Shanghai and Shenyang in China. The proposed structural and configurational models were tested using structural equation modelling and fuzzy-set qualitative comparative analysis (fsQCA). Findings The results of the model testing illustrate that peers have no influence on the social well-being of older customers. However, positive interactions with employees and outsiders are supportive resources that increase older customers’ social well-being. Social connectedness moderates the relationship between interaction with peers and the social well-being of customers. fsQCA results revealed that complex combinations of interactions and social connectedness predict social well-being. Interactions with employees, peers and outsiders appeared as necessary conditions to achieve social well-being. Originality/value This study provides evidence for how commercial senior living services can serve as a space to exchange socially supportive resources with employees and outsiders, which enhance older customers’ social well-being.

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“…However, consumer-to-consumer interaction does not stop here. To have a more comprehensive understanding of the purchased products or to confirm the existing purchase decisions again, it is a common behavior for consumers to continue to participate in interaction to further obtain relevant information and re-confirm purchase experience after purchasing in network communities [6].…”

Section: Introductionmentioning

confidence: 99%

“…There is a close relationship between consumer-to-consumer interaction and consumers' purchase behaviors [13]. Previous research has given little attention to consumer-to-consumer interaction' influence on dissatisfactory consumers' repetitive purchase, and the function of consumer knowledge and trust were not discussed [6,11,14]. Consumer knowledge is an important basis for consumers to choose and evaluate products.…”

Section: Introductionmentioning

confidence: 99%

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

2021

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Consumer-to-consumer interaction is an important activity in network communities. Consumer-to-consumer interaction involves information interaction and social interaction, which greatly influences consumers’ experience and behaviors. The model of stimulus-organism-response (S-O-R) is usually applied to explain how environmental stimulus affects consumer behavior through the internal state. Thus, this research takes dissatisfactory consumers as the object, sets information interaction and social interaction as a stimulus, consumer knowledge and trust as an organism, and repetitive purchases as a response. It constructs a theoretical model that consumer-to-consumer interaction influences repetitive purchases through consumer knowledge and trust. In this study, the model and hypotheses were tested by analyzing 328 valid questionnaires. The results show that information interaction had a significant positive effect on consumer knowledge, while social interaction had no significant effect on consumer knowledge. Information interaction and social interaction each had significant positive effects on consumer trust. Consumer knowledge and trust each had significant positive effects on repetitive purchases. Consumer knowledge and trust played a partial mediating role between information interaction and repetitive purchase, respectively. Consumer knowledge had no mediating role between social interaction and repetitive purchases, while consumer trust played a complete mediating role between social interaction and repetitive purchases. The results revealed that the deep mechanism of consumer-to-consumer interaction’s influence on dissatisfactory consumers’ repetitive purchases in network communities further enriched consumers’ purchase behaviors, at least theoretically. This research also provided insights for network community marketing.

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The influence of customer-to-customer interactions on elderly consumers’ satisfaction and social well-being

Cited by 83 publications

References 96 publications

“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

“Most Americans like their privacy.” Exploring privacy concerns through US guests’ reviews

Social well-being and transformative service research: evidence from China

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

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