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Service Business

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01-09-2007 | Original Paper

Strangers in the night: speeddating, CCI and service businesses

Authors: Steve Baron, Anthony Patterson, Kim Harris, Julia Hodgson

Published in: Service Business | Issue 3/2007

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Abstract

Organisations are increasingly realising the importance of customer-to-customer interactions (CCI). From theme parks and shopping malls, to hairdressing and health clubs, interactions between customers are recognised as a key aspect of the service experience. This research examines CCI in the context of the speeddating phenomena, a unique setting in which conversations between strangers are at the very core of the service exchange. Three elements emerge from an in-depth qualitative study to provide new insights for managers who wish to influence CCI and give some structure to future research in the area: planning, roles and performances, and cooperation versus competition.

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Title: Strangers in the night: speeddating, CCI and service businesses
Authors: Steve Baron
Anthony Patterson
Kim Harris
Julia Hodgson
Publication date: 01-09-2007
Publisher: Springer-Verlag
Published in: Service Business / Issue 3/2007
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-007-0031-1

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