Customer-to-customer interactions in the sport fan context: typology, framework (C2CIF) and directions for future research

Abstract

PurposeSocial factors, such as fellow spectators in a stadium or other fans sharing their experiences on online platforms, play a dominant role in spectator sport consumption. This conceptual article sets out to achieve three objectives: classify customer-to-customer (C2C) interactions in the sport fan context, develop a framework that links the classification of interactions to relevant outcomes and identify areas for related future research.Design/methodology/approachThe authors integrate conceptual and empirical contributions on C2C interactions in the service, marketing and sport management literature.FindingsThe article proposes classifying C2C interactions into synchronous multi- and uni-directional interactions as well as asynchronous multi- and uni-directional interactions. The C2C interaction framework (C2CIF) proposes that such C2C interactions have hedonic, social, symbolic and utilitarian value outcomes. It further suggests that physiological, psychological and social processes underlie the co-creation or co-destruction of value and identifies contingencies at both the fan and the brand level.Originality/valueBased on the C2CIF, we identify relevant topics for future research, in particular relating to technology-supported and virtual interactions among fans, fan-to-fan interactions across different countries and cultural backgrounds and fan-to-fan interactions as a way to reduce societal concerns.

Guest editorial: The sport x service experience: an opportunity for sport service management research

“…The article Classifying C2C Interactions: A Framework for Understanding Value Outcomes and Contingencies (Uhrich et al , 2023) explores the classification of interactions between consumers of a brand. Sport customers demonstrate high levels of involvement with their favorite sport organization, which leads them to organize as in-group members connected to the sport organization who often hold negative perceptions toward rival brands.…”