The roles of co-clients and their influence on overall satisfaction during the service experience

Christèle Camelis (), Florence Dano, Kiane Goudarzi (), Viviane Hamon and Sylvie Llosa ()
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Christèle Camelis: IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion
Florence Dano: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Kiane Goudarzi: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon
Viviane Hamon: AUTRES
Sylvie Llosa: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon

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Abstract: The objective of this article is to show how co-clients – clients interacting with the customer during the service experience but unknown before it– impact customer satisfaction with service delivery. This exploratory research is based on a mix of qualitative methods in the context of rail transport and fitness classes. It identifies six roles that have an impact on satisfaction and four mechanisms by which these roles influence satisfaction. Co-clients give information about the forthcoming service, set the standards for social rules, provide a standard for comparison, distract, perturb and help to participate. Through these roles, other customers impact satisfaction by modifying customer expectations and perceived service performance, as well as perceived service equity. The authors propose situational variables that moderate this relationship.

Keywords: co-clients; coproduction; customer satisfaction; customer-to-customer interactions; influence mechanism; other customers’ roles; social interactions (search for similar items in EconPapers)
Date: 2013-04-29
Note: View the original document on HAL open archive server: https://amu.hal.science/hal-01822880v1
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Citations: View citations in EconPapers (2)

Published in Recherche et Applications en Marketing (English Edition), 2013, 28 (1), pp.42 - 64. ⟨10.1177/2051570713478342⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01822880

DOI: 10.1177/2051570713478342

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