Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantage

Keywords

Customer Service Assurance, Business, Customer advocacy, Service (business), Process management

References

• Atmospherics as a Marketing ToolPhilip Kotler — 1974
• Services marketing. 3rd. ed.Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler — 2002
• Understanding Customer Delight and OutrageBenjamin Schneider, David Bowen — 1999
• Beefing up operations in service firms.R B Chase, Robert H. Hayes — 1991
• Consumer Behavior: Implications for Marketing Strategy, 6th Ed. (Поведение потребителей: основы разработки маркетинговой стратегии)Del I. Hawkins, Roger J. Best, Kenneth A. Coney — 1995
• Service Management and Marketing: Managing the Moments of Truth in Service CompetitionGrönroos, Christian — 1992
• Service Breakthroughs: Changing the Rules of the Game (Прорыв в сфере услуг: изменение правил игры)James L. Heskett, W. Earl Sasser, Christopher W. L. Hart — 1990
• Services marketing : new insights from consumers and managersÉric Langeard — 1981
• Delivering Knock Your Socks Off ServiceKristin Anderson, Ron Zemke — 2002
• Keeping the Edge: Giving Customers the Service They DemandD. Schaaf — 1997
• A Comparative Discussion of the Notion of 'Validity' in Qualitative and Quantitative ResearchGlyn Winter — 2000
• Moments of TruthJan Carlzon — 1987
• Relationship Marketing: Bringing Quality, Customer Service and Marketing TogetherMartin Christopher, Adrian Payne, David Ballantyne — 1993
• The zone of toleranceRobert B. Johnston — 1995
• Research Methods for Business StudentsMark N. K. Saunders, Philip Lewis, Adrian Thornhill — 2006
• The loyalty ripple effectDwayne D. Gremler, Stephen Brown — 1999
• The management and marketing of servicesPeter Mudie, Angela Cottam — 1993
• Quality Management in Service OrganizationHisyam Said — 2005
• The essence of services marketingAdrian Payne — 1993
• An investigation of positive affect, prosocial behaviors and service qualityStephanie Kelley — 1997

Cited by

• Exploring Electronic Customer-to-customer Interaction Quality in Tourism E-commerce PlatformTing Jiang, Feng Zhang, Rongbo Qu — 2015
• Other customer age: exploring customer age-difference related CCIRichard Nicholls, Marwa Gad Mohsen — 2015
• RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service AtmosphericsM. Fakharyan, S. Omidvar, M. Khodadadian — 2014
• New directions for customer‐to‐customer interaction researchRichard Nicholls — 2010
• Customer‐to‐customer interaction (CCI): a cross‐cultural perspectiveRichard Nicholls — 2011
• Toward an understanding of consumer perspectives on experiencesSteve Baron, Kim Harris — 2010
• Exploring the forms of dysfunctional customer behaviour: A study of differences in servicescape and customer disaffection with serviceKate L. Daunt, Lloyd C. Harris — 2012
• Strangers in the night: speeddating, CCI and service businessesSteve Baron, Anthony Patterson, Kim Harris — 2007
• eCCIq: The quality of electronic customer-to-customer interactionDominik Georgi, Moritz Mink — 2013
• Situational influences on the evaluation of other-customer failure.Wen‐Hsien Huang, Yi‐Ching Wang — 2014
• Attributes, theme, and value of a visit to Zhouzhuang, ChinaLihua Gao, Noel Scott, Peiyi Ding — 2016
• Customer-customer interactions (CCIs) at conferences: An identity approachWei Wei, Ying Lu, Li Miao — 2017
• A typology of customer-to-customer interaction and its implications for excellence in service provisionPatrícia Moura e Sá, Marlene Amorim — 2017
• Similarity over difference: How congruency in customer characteristics drives service experiencesJuly Nguyen, Carla Ferraro, Sean Sands — 2020
• Auswirkungen von (e-)Customer-to-Customer- Interaktion auf die DienstleistungsproduktivitätMoritz Mink, Dominik Georgi — 2011
• Social Media und Kundenbeziehungen – Einfluss der Qualität elektronischer Kunde-zu-Kunde-Interaktion auf den BeziehungserfolgDominik Georgi, Moritz Mink — 2013
• Wenn der Kunde mehr ist als Käufer und Nutzer — Motive kollaborativer WertschöpfungsprozesseSabine Moeller, M. Fassnacht, R. Heider — 2009

Related papers

• The impact of other customers on service experiences: A critical incident examination of “getting along”Stephen J. Grove, Raymond P. Fisk — 1997
• Compatibility Management: Customer‐to‐Customer Relationships in Service EnvironmentsCharles L. Martin, Charles A. Pranter — 1989
• River Magic: Extraordinary Experience and the Extended Service EncounterEric J. Arnould, Linda L. Price — 1993
• Unacquainted influencers: When strangers interact in the retail settingMary Ann McGrath, Cele C. Otnes — 1995
• An analysis of role adoptions and scripts during customer‐to‐customer encountersCathy Parker, Philippa Ward — 2000
• The impact of customer‐to‐customer interactions in a high personal contact service settingRobert Moore, Melissa Moore, Michael L. Capella — 2005
• Consumer-to-Consumer Relationships: Satisfaction with Other Consumers' Public BehaviorCharles L. Martin — 1996
• Conversations during purchase consideration: sales assistants and customersKim Harris, Barry J. Davies, Steve Baron — 1997
• Consumer-to-Consumer Conversations in Service SettingsKim Harris, Steve Baron — 2004
• Understanding the Consumer Experience: It's 'Good To Talk'Kim Harris, Steve Baron, Cathy Parker — 2000