Customer-to-customer interaction in tourism experience: Moderating role of nationality

The role of servicescape and social interaction toward customer service experience in coffee stores. The case of Vietnam

“…Consequently, the CEI quality substantially influences customer’s attitudes and satisfaction in luxury-hotel restaurants (Wu and Liang, 2009), the bed and breakfast market (Chen et al , 2013) and restaurants (Alhelalat et al , 2017). Numerous studies have explored that CCI is a remarkably influential factor for generating customer satisfaction in the vacation in hotels (Zgolli and Zaiem, 2017; Fakharyan et al , 2014), hospitals (Joon Choi and Sik Kim, 2013), foreign travel service (Wu, 2008) and theme parks (Ali et al , 2016a, 2016b). In a relevant service environment such as café stores, it is predicted that social interaction quality customers perceive in café stores, including CEI and CCI, substantially influences customer satisfaction.…”

“…The expressions of employees such as personal care, friendliness or willingness to service are closely associated with customer’s behavioral outcomes, including positive word-of-mouth and repurchase (Cetin and Dincer, 2014). Research findings found that the higher closeness in interactions between customers is more likely to enhance behavioral loyalty in fitness centers (Guenzi and Pelloni, 2004), hair salons (Moore et al , 2005), tourism (Wu, 2008) and hotels (Fakharyan et al , 2014; Zgolli and Zaiem, 2017). Similarly, the positive perception of social interaction (CEI and CCI) might be an important antecedent of customer loyalty to coffee outlets.…”

Tourist-to-Tourist Interaction at Festivals: A Grounded Theory Approach

“…Differences in specific classifications aside, most researchers agree that both individual characteristics and environmental settings contribute to more profoundly perceived social interactions [14]. Extroverted tourists are more social and talkative [17] during festivals. Besides, social motivations appear to be principal reasons for interaction in hedonic service settings such as festival tourism.…”

“…Other causal conditions for TTI are the physical and social environments. It is well-documented that the physical setting as external stimuli or "servicescape" can fundamentally influence social interactions between tourists [17,41,46]. Social aspects of environment such as the number of other tourists [10,41], physical proximity within the tour [40], social structure within the group [14], and perceived similarity with others [17] also contribute to TTI.…”

“…For many festival tourists, the most meaningful experiences derive from social interactions with peers rather than from specific activities [16]. Hence, TTI are essential to the festival experience and influence behavioral reactions, such as desire to stay, satisfaction, and loyalty, which are important for the sustainable development of festival destinations [17,18]. The existing literature considers TTI mainly in three types of activities: group tours, backpacking, and cruises; obviously, festival tourism has been neglected [19].…”