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Customer-to-Customer Interactions in Service · Study

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ChapterCustomer-to-Customer Interactions in Service

Kristina Heinonen2022

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Chaptergreen2022

Customer-to-Customer Interactions in Service

Kristina Heinonen · Richard Nicholls

13 citations·0/0 files stored·Springer eBooks

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 2003Evolving to a New Dominant Logic for Marketing 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2016Understanding Customer Experience Throughout the Customer Journey 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 2002Building Brand Community 2012Critical service logic: making sense of value creation and co-creation 1993River Magic: Extraordinary Experience and the Extended Service Encounter

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2021The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implicationsreview · 49 shared references 2005Interactions between Service Customers : Managing On-Site, Customer-to-Customer, Interactions for Service Advantagearticle · 31 shared references 2021From a Literature Review to a Conceptual Framework for Customer-To-Customer Value Co-Creationarticle · 24 shared references 2013Customer-to-customer co-creation of value in the context of festivalsthesis · 24 shared references 2019Managing customer-to-customer interaction (CCI) – insights from the frontlinearticle · 23 shared references 2020What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)article · 20 shared references

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Year2022

Typechapter

Published2022-01-01

VenueSpringer eBooks

Languageen

Citations13

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-3-030-91828-6_32

openalex_workW4293202244

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