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Thursday, 3 April, 2025

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Looking at customer-to-customer interaction (CCI) through the eyes of employees

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Nicholls, Richard (2025) Looking at customer-to-customer interaction (CCI) through the eyes of employees. University of Worcester, Worcester.

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Blog piece on FLE & CCI Richard Nicholls_SDedits.docx - Submitted Version
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Official URL: https://irwbresearch.wp.worc.ac.uk/index.php/2025/...

Abstract

This blog post discusses how frontline employees (FLEs) can offer valuable insights into situations where customers interact with the other customers around them during the consumption of a service. This area of research, usually known as customer-to-customer interaction (CCI) or C2C interaction, has predominantly been investigate from a customer perspective but there are clear advantages to also gaining an employee perspective.

Item Type:	Other
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	College of Business, Psychology and Sport > Worcester Business School
Related URLs:	https://irwbresearch.wp.worc.ac.uk/ Publisher
Copyright Info:	© 2025 Interpersonal Relationships and Wellbeing Research Group
Depositing User:	Richard Nicholls
Date Deposited:	24 Mar 2025 16:18
Last Modified:	24 Mar 2025 16:18
URI:	https://eprints.worc.ac.uk/id/eprint/14780

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