Impact of customer-to-customer interactions on overall service experience: A social servicescape perspective
Volume: 87, Pages: 102376 - 102376
Published: May 1, 2020
Abstract
Utilizing the appraisal theory, this study proposes a dynamic and sequential customer future interaction intention model that deconstructs customer-to-customer interactions and illustrates how customer-to-customer interaction experience perceptions are formed and how those perceptions may influence customers overall experience evaluation and their future interaction intentions. The model was tested using data from a sample of 460 casual...
Paper Details
Title
Impact of customer-to-customer interactions on overall service experience: A social servicescape perspective
Published Date
May 1, 2020
Volume
87
Pages
102376 - 102376
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