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Original Articles

Conversations during purchase consideration: sales assistants and customers

Pages 173-190 | Published online: 15 Apr 2011

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Jiseon Ahn. (2022) Impact of cognitive aspects of food mobile application on customers’ behaviour. Current Issues in Tourism 25:4, pages 516-523.
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Benjamin Barann, Jan H. Betzing, Marco Niemann, Benedikt Hoffmeister & Jörg Becker. (2020) Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail. Electronic Markets 32:2, pages 523-545.
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Dr. Simon Hudson & Louise HudsonDr. Simon Hudson & Louise Hudson. 2022. Customer Service for Hospitality and Tourism. Customer Service for Hospitality and Tourism.
Edwin J. Nijssen, Machiel J. Reinders & Marija Banovic. (2021) Referent product information from a credible source: How front line employees can stimulate acceptance of incrementally new food products. Food Quality and Preference 87, pages 104038.
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July Nguyen, Carla Ferraro & Sean Sands. (2020) Similarity over difference: How congruency in customer characteristics drives service experiences. Journal of Business Research 121, pages 592-603.
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Jiyoung Kim, Sunmee Choi & Drew Martin. (2020) The halo effect of C2C interaction quality in prolonged close-proximity service settings. Journal of Services Marketing 34:4, pages 459-472.
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Cheol Park, Heejung Lee, Jongkun Jun & Thaemin Lee. (2017) Two-sided effects of customer participation: roles of relationships and social-interaction values in social services. Service Business 12:3, pages 621-640.
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Jin Ho Jung, Jaewon Jay Yoo & Todd J. Arnold. (2017) Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality. Journal of Service Research 20:4, pages 426-440.
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Dogan Gursoy, Raine (Ruiying) Cai & Gerardo Joel Anaya. (2017) Developing a typology of disruptive customer behaviors. International Journal of Contemporary Hospitality Management 29:9, pages 2341-2360.
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Doo Syen Kang & SYNG POM CHOY. (2015) The layers of relational communication in evaluating health care services. International Journal of Pharmaceutical and Healthcare Marketing 9:4, pages 349-368.
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Sarah Sloan, Kelli Bodey & Richard Gyrd-Jones. (2015) Knowledge sharing in online brand communities. Qualitative Market Research: An International Journal 18:3, pages 320-345.
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Stuart E. Levy. 2015. Marketing, Technology and Customer Commitment in the New Economy. Marketing, Technology and Customer Commitment in the New Economy 265 269 .
Marlene Amorim, Maria João Rosa & Sandra Santos. (2014) Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services. Organizacija 47:3, pages 166-175.
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Marta Campos Ferreira, Henriqueta Nóvoa, Teresa Galvão Dias & João Falcão e Cunha. (2014) A Proposal for a Public Transport Ticketing Solution based on Customers’ Mobile Devices. Procedia - Social and Behavioral Sciences 111, pages 232-241.
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Christèle Camelis, Florence Dano, Kiane Goudarzi, Viviane Hamon & Sylvie Llosa. (2013) The roles of co-clients and their influence on overall satisfaction during the service experience. Recherche et Applications en Marketing (English Edition) 28:1, pages 42-64.
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Christèle Camelis, Florence Dano, Kiane Goudarzi, Viviane Hamon & Sylvie Llosa. (2013) Les rôles des ‘co-clients’ et leurs mécanismes d’influence sur la satisfaction globale durant une expérience de service. Recherche et Applications en Marketing (French Edition) 28:1, pages 46-69.
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Dominik Georgi & Moritz Mink. (2013) eCCIq: The quality of electronic customer-to-customer interaction. Journal of Retailing and Consumer Services 20:1, pages 11-19.
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Dominik Georgi & Moritz Mink. 2013. Dienstleistungsmanagement und Social Media. Dienstleistungsmanagement und Social Media 419 441 .
Jae‐Eun Kim & Jieun Kim. (2012) Human factors in retail environments: a review. International Journal of Retail & Distribution Management 40:11, pages 818-841.
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Volker G. Kuppelwieser & Jörg Finsterwalder. (2011) Psychological safety, contributions and service satisfaction of customers in group service experiences. Managing Service Quality: An International Journal 21:6, pages 617-635.
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Jiun‐Sheng Chris Lin & Haw‐Yi Liang. (2011) The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal 21:4, pages 350-372.
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Moritz Mink & Dominik Georgi. 2011. Dienstleistungsproduktivität. Dienstleistungsproduktivität 125 143 .
Stuart E. Levy. (2010) The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions. International Journal of Hospitality Management 29:2, pages 319-327.
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Richard Nicholls. (2010) New directions for customer‐to‐customer interaction research. Journal of Services Marketing 24:1, pages 87-97.
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Jue Huang & Cathy H. C. Hsu. (2009) The Impact of Customer-to-Customer Interaction on Cruise Experience and Vacation Satisfaction. Journal of Travel Research 49:1, pages 79-92.
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Yat-Hung ChiangEddie W. L. Cheng. (2009) Perception of Financial Institutions toward Financing PFI Projects in Hong Kong. Journal of Construction Engineering and Management 135:9, pages 833-840.
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Haithem Zourrig & Jean‐Charles Chebat. (2009) Waiting in a queue with strangers and acquaintances. International Journal of Quality and Service Sciences 1:2, pages 145-159.
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Wen‐Hsien Huang. (2008) The impact of other‐customer failure on service satisfaction. International Journal of Service Industry Management 19:4, pages 521-536.
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Cedric Hsi-Jui Wu. (2007) The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective. Tourism Management 28:6, pages 1518-1528.
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Steve Baron, Anthony Patterson, Kim Harris & Julia Hodgson. (2007) Strangers in the night: speeddating, CCI and service businesses. Service Business 1:3, pages 211-232.
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Monica K. Miller & Brian H. Bornstein. (2006) The Use of Religion in Death Penalty Sentencing Trials.. Law and Human Behavior 30:6, pages 675-684.
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Robert Moore, Melissa L. Moore & Michael Capella. (2005) The impact of customer‐to‐customer interactions in a high personal contact service setting. Journal of Services Marketing 19:7, pages 482-491.
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Anne‐Marie McGauran. (2004) Comparing student employment in French and Irish retailing. International Journal of Retail & Distribution Management 32:5, pages 259-269.
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Kim HarrisSteve Baron. (2016) Consumer-to-Consumer Conversations in Service Settings. Journal of Service Research 6:3, pages 287-303.
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Dawn Burton. (2002) Postmodernism, social relations and remote shopping. European Journal of Marketing 36:7/8, pages 792-810.
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Kim Harris, Richard Harris & Steve Baron. (2001) Customer participation in retail service: lessons from Brecht. International Journal of Retail & Distribution Management 29:8, pages 359-369.
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Cathy Parker & Philippa Ward. (2000) An analysis of role adoptions and scripts during customer‐to‐customer encounters. European Journal of Marketing 34:3/4, pages 341-359.
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Kim Harris, Steve Baron & Barry Davies. (1999) “What sort of soil do rhododendrons like?” ‐ comparing customer and employee responses to requests for product‐related information. Journal of Services Marketing 13:1, pages 21-37.
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Christopher A. Dodd Ian Clarke & Malcolm H. Kirkup. (1998) Camera observations of customer behaviour in fashion retailing: methodological propositions. International Journal of Retail & Distribution Management 26:8, pages 311-317.
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