A typology of customer-to-customer interaction and its implications for excellence in service provision

References

• Amorim, M., Moscoso, P., & Lago, A. (2015). Customer participation in services: A framework for process design. International Journal of Qualitative Research in Services, 2(1), 47–61. doi: 10.1504/IJQRS.2015.069781
   Google Scholar
• Amorim, M., Rosa, M. J., & Santos, S. (2014). Managing customer participation and customer interactions in service delivery: The case of museums and educational services. Organizacija, 47(3), 166–176. doi: 10.2478/orga-2014-0015
   Google Scholar
• Baron, S., Patterson, A., Harris, K., & Hodgson, J. (2007). Strangers in the night: speeddating, CCI and service businesses. Service Business, 1(3), 211–232. doi: 10.1007/s11628-007-0031-1
   Web of Science ®Google Scholar
• Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14–28. doi: 10.1509/jmkg.67.1.14.18592
   Web of Science ®Google Scholar
• Booms, B. H., & Bitner, M. J. (1981). Marketing strategies and organisation structures for service firms. In J. Donnelly & W. R. George (Eds.), Marketing of services (pp. 47–52). Chicago, IL: American Marketing Association.
   Google Scholar
• Bove, L. L., Pervan, S. J., Beatty, S. E., & Shiu, E. (2009). Service worker role in encouraging customer organizational citizenship behaviors. Journal of Business Research, 62(7), 698–705. doi: 10.1016/j.jbusres.2008.07.003
   Web of Science ®Google Scholar
• Brocato, E. D., Voorhees, C. M., & Baker, J. (2012). Understanding the influence of cues from other customers in the service experience: A scale development and validation. Journal of Retailing, 88(3), 384–398. doi: 10.1016/j.jretai.2012.01.006
   Web of Science ®Google Scholar
• Camelis, C., Dano, F., Goudarzi, K., Hamon, V., & Llosa, S. (2013). Les roles des 'co-clients' et leurs mecanismes d'influence sur la satisfaction globale durant une experience de service. Recherche et Applications en Marketing, 28(1), 46–69. doi: 10.1177/0767370112472274
   Google Scholar
• Choi, J., Lee, H. J., & Kim, Y. C. (2011). The influence of social presence on customer intention to reuse online recommender systems: The roles of personalization and product type. International Journal of Electronic Commerce, 16(1), 129–154. doi: 10.2753/JEC1086-4415160105
   Web of Science ®Google Scholar
• Curth, S., Uhrich, S., & Benkenstein, M. (2014). How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior. Journal of Services Marketing, 28(2), 147–158. doi: 10.1108/JSM-08-2012-0145
   Web of Science ®Google Scholar
• Doty, D. H., & Glick, W. H. (1994). Typologies as a unique form of theory building: Toward improved understanding and modeling. Academy of Management Review, 19(2), 230–251.
   Web of Science ®Google Scholar
• Finsterwalder, J., & Kuppelwieser, V. (2011). Co-creation by engaging beyond oneself: the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter. Journal of Strategic Marketing, 19(7), 607–618. doi: 10.1080/0965254X.2011.599494
   Google Scholar
• Frei, F. (2006). Breaking the trade-off between efficiency and service. Harvard Business Review, 84(11), 92–101.
   PubMed Web of Science ®Google Scholar
• Gentile, C., Spiller, N., & Noci, G. (2013). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410. doi: 10.1016/j.emj.2007.08.005
   Google Scholar
• Grove, S., & Fisk, R. (1997). The impact of other customers on service experiences: A critical incident examination of “getting along”. Journal of Retailing, 73(1), 63–85. doi: 10.1016/S0022-4359(97)90015-4
   Web of Science ®Google Scholar
• Jones, P. (1995). Managing customer-customer interactions within the service experience. Management Research News, 18(12), 54–59. doi: 10.1108/eb028434
   Google Scholar
• Kelley, S. W., Skinner, S. J., & Donnelly, J. H. (1992). Organizational socialization of service customers. Journal of Business Research, 25(3), 197–214. doi: 10.1016/0148-2963(92)90029-B
   Web of Science ®Google Scholar
• Kim, H., & Choi, B. (2013). The influence of customer experience quality on customers’ behavioral intentions. Services Marketing Quarterly, 34(4), 323–338. doi: 10.1080/15332969.2013.827068
   Google Scholar
• Langeard, E., Bateson, J. E. G., Lovelock, C. H., & Eiglier, P. (1981). Services marketing: New insights from consumers and managers, monograph no. 81-104. Cambridge, MA: Marketing Science Institute.
   Google Scholar
• Lemke, F., Clark, M., & Wilson, H. J. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869. doi: 10.1007/s11747-010-0219-0
   Web of Science ®Google Scholar
• Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. Journal of Services Marketing, 3(3), 5–15. doi: 10.1108/EUM0000000002488
   Google Scholar
• Mayer, K. J., & Johnson, L. (2003). A customer-based assessment of casino atmospherics. UNLV Gaming Research & Review Journal, 7(1), 21–31.
   Google Scholar
• McGrath, M. A., & Otnes, C. (1995). Unacquainted influencers: When strangers interact in the retail setting. Journal of Business Research, 32(3), 261–272. doi: 10.1016/0148-2963(94)00051-F
   Web of Science ®Google Scholar
• Mills, P., & Morris, J. (1986). Clients as “partial” employees of service organizations: Role development in client participation. Academy of Management Review, 11(4), 726–735.
   Web of Science ®Google Scholar
• Moore, R., Moore, M., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482–491. doi: 10.1108/08876040510625981
   Google Scholar
• Muñiz, A. M., & Schau, J. (2005). Religiosity in the abandoned Apple Newton brand community. Journal of Consumer Research, 31(4), 737–747. doi: 10.1086/426607
   Web of Science ®Google Scholar
• Nicholls, R., & Gad Mohsen, M. (2015). Other customer age: Exploring customer age-difference related CCI. Journal of Services Marketing, 29(4), 255–267. doi: 10.1108/JSM-04-2014-0144
   Web of Science ®Google Scholar
• Nicholls, R. (2005). Interactions between service customers: Managing On-site customer-to-customer interactions for service advantage. Poznan: The Poznan University of Economics Publishing House.
   Google Scholar
• Nicholls, R. (2007). Value creation in services: A customer-to-customer (C2C) approach. In S. Starnawska & W. Werda (Eds.), Search for value: Selected aspects (pp. 79–84). Siedlce: University of Podlasie.
   Google Scholar
• Nicholls, R. (2010). New directions for customer-to-customer interaction research. Journal of Services Marketing, 24(1), 87–97. doi: 10.1108/08876041011017916
   Web of Science ®Google Scholar
• Nicholls, R. (2011). Customer-to-customer interaction (CCI): A cross-cultural perspective. International Journal of Contemporary Hospitality Management, 23(2), 209–223. doi: 10.1108/09596111111119338
   Web of Science ®Google Scholar
• Parker, C., & Ward, P. (2000). An analysis of role adoptions and scripts during customer-to-customer encounters. European Journal of Marketing, 34(3/4), 341–359. doi: 10.1108/03090560010311894
   Google Scholar
• Roth, A. V., & Menor, L. J. (2003). Insights into service operations management: A research agenda. Production and Operations Management, 12(2), 145–164. doi: 10.1111/j.1937-5956.2003.tb00498.x
   Web of Science ®Google Scholar
• Schultze, U., Prandelli, E., Salonen, P. I., & Van Alstyne, M. (2007). Internet-enabled co-production: Partnering or competing with customers? Communications of the Association for Information Systems, 19(1), 294–324.
   Google Scholar
• Seyfang, G. (2004). Working outside the box: Community currencies, time banks and social inclusion. Journal of Social Policy, 33(1), 49–71. doi: 10.1017/S0047279403007232
   Web of Science ®Google Scholar
• Shostack, L. (1985). Planning the service encounter. In J. A. Czepiel, M. R. Solomon, & C. F. Suprenant (Eds.), The service encounter (pp. 234–254). Lexington, MA: Lexington Books.
   Google Scholar
• Tax, S. S., Colgate, M., & Bowen, D. E. (2006). How to prevent your customers from failing.. MIT Sloan Management Review, 47(3), 30–38.
   Web of Science ®Google Scholar
• Verhoef, P., Lemon, K., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. doi: 10.1016/j.jretai.2008.11.001
   Web of Science ®Google Scholar
• Wu, C. H. J. (2007). The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism servicethe service encounter prospective. Tourism Management, 28(6), 1518–1528. doi: 10.1016/j.tourman.2007.02.002
   Web of Science ®Google Scholar
• Wu, C. H. J. (2008). The influence of customer-to-customer interactions and role typology on customer reaction. The Service Industries Journal, 28(10), 1501–1513. doi: 10.1080/02642060802250310
   Web of Science ®Google Scholar
• Yoo, J., Arnold, T., & Frankwick, G. (2012). Effects of positive customer-to-customer service interaction. Journal of Business Research, 65(9), 1313–1320. doi: 10.1016/j.jbusres.2011.10.028
   Web of Science ®Google Scholar
• Zhang, J., Beatty, S., & Mothersbaugh, D. (2010). A CIT investigation of other customers’ influence in services. Journal of Services Marketing, 24(5), 389–399. doi: 10.1108/08876041011060495
   Web of Science ®Google Scholar
• Zourrig, H., & Chebat, J. C. (2009). Waiting in a queue with strangers and acquaintances. International Journal of Quality and Service Sciences, 1(2), 145–159. doi: 10.1108/17566690910971427
   Google Scholar