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

Nicholls, Richard

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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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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.

Subjects:

H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management

Academic Schools:

Worcester Business School

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Official URL:

https://irwbresearch.wp.worc.ac.uk/index.php/2025/...

Depositing User:

Richard Nicholls

Date Deposited:

24 Mar 2025 16:18