University of Worcester Worcester Research and Publications

Customer-to-customer interactions in service

Nicholls, Richard and Heinonen, Kristina (2022) Customer-to-customer interactions in service. In: The Palgrave Handbook of Service Management. Palgrave Macmillan Cham, pp. 629-654. ISBN 978-3-030-91827-9; eBook: 978-3-030-91828-6

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Customers are constantly interacting with different actors and resources in the marketplace. This chapter explores how customers can be influenced by other customers present in the service setting. Whilst research has devoted considerable attention to interactions taking place between customers and employees, far less attention has been paid to interactions among customers. Generally known as customer-to-customer interaction (CCI), these positive or negative interactions represent an important potential for service organizations. A conceptual framework is developed to outline the range of CCI and it is used to direct managerial attention to strategies for supporting CCI. The chapter delineates an agenda for future research into C2C behavior.

Item Type: Book Section
Uncontrolled Discrete Keywords: Service system, Service innovation, Service operations, Quality, Management, Healthcare, transformation, innovation
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Copyright Info: 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
Depositing User: Richard Nicholls
Date Deposited: 20 May 2022 12:36
Last Modified: 22 Jul 2022 15:14

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