Publisher： GSE Research
E-ISSN： 2051-3631|10|3|345-354
ISSN： 1741-6264
Source： International Journal of Management Cases, Vol.10, Iss.3, 2008-01, pp. : 345-354
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Abstract
Interactions between customers and employees have been well researched within the services literature but customer-to-customer interactions have received less attention from academics and researchers. Nevertheless, millions of customer-to-customer interactions occur on a daily basis in numerous service settings. Through their behaviour, or indeed their mere presence, customers may influence, either positively or negatively, the service experienced by themselves and others. Existing literature has centred primarily on customer-to-customer interactions in the retail context. As such, customer-to-customer interactions within service settings remain relatively under researched.
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