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Customer‐to‐customer interaction (CCI): a cross‐cultural perspective
16 references·12 citing·44 second hop
Customer‐to‐customer interaction (CCI): a cross‐cultural perspective (2011)Customer‐to‐customer interaction (CCI): a…Winning the Service Game (2010)Winning the Service GameThe impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective (2007)The impact of customer-to-cus…Tourist Behaviour: Themes and Conceptual Schemes (2005)Tourist Behaviour: Themes and…The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider (2004)The impact of interpersonal r…The dining experience: do restaurants satisfy customer needs? (2004)The dining experience: do res…The Consequences of Dysfunctional Customer Behavior (2003)The Consequences of Dysfuncti…Power and tourism (2000)Power and tourism“Culture shocks” in inter‐cultural service encounters? 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References

  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1982How to Design a Service1,077 cited
  • 2010Winning the Service Game859 cited
  • 1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited
  • 1981Marketing Strategies and Organizational Structures for Service Firms763 cited
  • 2003The Consequences of Dysfunctional Customer Behavior558 cited
  • 2000Power and tourism454 cited
  • 1989Compatibility Management: Customer‐to‐Customer Relationships in Service Environments429 cited
  • 2005Tourist Behaviour: Themes and Conceptual Schemes357 cited
  • 1999“Culture shocks” in inter‐cultural service encounters?304 cited
  • 2007The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective299 cited
  • 2004The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider292 cited
  • 1990The Cultural Dimension of International Business

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281 cited
  • 2004The dining experience: do restaurants satisfy customer needs?227 cited
  • Cited by

    • 2020Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions84 cited
    • 2017Developing a typology of disruptive customer behaviors82 cited
    • 2014Examining the role of attribution and intercultural competence in intercultural service encounters71 cited
    • 2020Factors influencing customer citizenship behaviour in the hospitality industry65 cited
    • 2013Situational influences on the evaluation of other-customer failure53 cited
    • 2018Customer emotions minute by minute: How guests experience different emotions within the same service environment50 cited
    • 2014RETRACTED 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 Atmospherics46 cited
    • 2020What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)36 cited
    • 2018Staying with the ingroup or outgroup? A cross-country examination of international travelers’ home-sharing preferences34 cited
    • 2015Other customer age: exploring customer age-difference related CCI33 cited
    • 2019Cultural essentialism and tailored hotel service for Chinese: the moderating role of satisfaction23 cited
    • 2018When does uncertainty avoidance promote customer-to-customer intercultural service encounters?13 cited