University of Worcester Worcester Research and Publications

Customer-to-Customer Interaction (CCI): an Employee-based Perspective

Nicholls, Richard and Gad Mohsen, M. (2017) Customer-to-Customer Interaction (CCI): an Employee-based Perspective. In: QUIS15 - The 15th International Research Symposium on Service Excellence in Management, 12th - 15th June 2017, Porto, Portugal. (Unpublished)

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QUIS15%20CCI%20FLE%20WRAP.pdf - Presentation

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The purpose of this study is to explore the capacity of front-line employees (FLEs) to provide insights into CCI and its management in service organisations.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Discrete Keywords: customer-to-customer interaction, front-line employees, services marketing
Subjects: H Social Sciences > HF Commerce
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Richard Nicholls
Date Deposited: 12 Jul 2017 15:47
Last Modified: 17 Jun 2020 17:18

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