Customer-to-Customer Interactions in Service

Kristina Heinonen () and Richard Nicholls ()
Additional contact information
Kristina Heinonen: Hanken School of Economics
Richard Nicholls: Worcester Business School, University of Worcester

A chapter in The Palgrave Handbook of Service Management, 2022, pp 629-654 from Springer

Abstract: Abstract Customers are constantly interacting with different actors and resources in the marketplace.This chapter explores how customers can be influenced by other customers present in the service setting. While research has devoted considerable attention to interactions taking place between customers and employees, far less attention has been paid to interactions among customers.Generally known as customer-to-customer interaction (CCI), these positive or negative interactions represent an important potential for service organizations. A conceptual framework is developed to outline the range of CCI and it is used to direct managerial attention to strategies for supporting CCI. The chapter delineates an agenda for future research into C2C behavior.

Keywords: Customer-to-customer interaction; Interactions; Service encounter (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_32

Ordering information: This item can be ordered from
http://www.springer.com/9783030918286

DOI: 10.1007/978-3-030-91828-6_32

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().