Anzeige
Erschienen in:
2015 | OriginalPaper | Buchkapitel
Customer-To-Customer Interactions in the Service Environment: A Communications Framework for Understanding C2C Dynamics
verfasst von : Julie Anna Guidry
Erschienen in: Creating and Delivering Value in Marketing
Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.
Wählen Sie Textabschnitte aus um mit Künstlicher Intelligenz passenden Patente zu finden. powered by
Markieren Sie Textabschnitte, um KI-gestützt weitere passende Inhalte zu finden. powered by
Research on relationships and service encounters between the customer and the service provider has been prevalent in the marketing literature (Bendapudi and Berry 1997; Berry 1995; Bitner 1990; Solomon, Surprenant, Czepiel, and Gutman 1985). However, scant research has considered the interactions or relationships among a firm’s
customers
. These
customer-to-customer (C2C) interactions
have the potential to enhance customer value because they may affect customers’ perceptions of the quality of their service experience and, thus, the likelihood that they perceive the service provider favorably (Harris, Baron, and Ratcliffe 1995; Jones 1995; Martin and Pranter 1989; Pranter and Martin 1991).