Strangers in the night: speeddating, CCI and service businesses

Baron, Steve; Patterson, Anthony; Harris, Kim; Hodgson, Julia

doi:10.1007/s11628-007-0031-1

Cited by 29 publications

(28 citation statements)

References 29 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Model relationships from the perspective of consumer experience Conceptual Suggest that other customers are central to the network of consumer experience. Baron, Patterson, Harris, and Hodgson (2007) CCI-driven services Empirical Identify three roles of service organisations as managers of CCI: shapers, influencers, and recognizers. Nicholls (2007) CCI-driven services Conceptual Argues service organizations need to consider how they can facilitate CCI to achieve systematic value creation.…”

Section: Raajpoot Andmentioning

confidence: 99%

RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service Atmospherics

Fakharyan¹,

Omidvar²,

Khodadadian³

et al. 2014

Journal of Travel & Tourism Marketing

View full text Add to dashboard Cite

Few empirical studies have been conducted to explore how customer-to-customer interactions (CCI) affect satisfaction, loyalty, and word-of-mouth (WOM) behaviors in the hospitality industry. The purpose of this paper is to address this knowledge gap. Then, the paper examines the mediating role of personal interaction quality (PIQ) and service atmospherics on CCI, satisfaction, and loyalty behaviors. The study proposes a structural model of the relationships among CCI, satisfaction, loyalty, WOM, PIQ, and service atmospherics in the context of the hospitality industry. The hypothesized relationships are then tested in an empirical study with a sample of 200 guests of Laleh Hotels in the area of Tehran.The subjects were asked to complete a self-administrated questionnaire using a convenience-sampling approach. Exploratory factor analysis, confirmatory factor analysis, one sample t-test, and structural equation modeling were employed to analyze guests' perceptions of the research constructs. The results show that: 1) service atmospherics has a significant impact on CCI and hotel satisfaction, 2) personal interaction quality has a significant impact on hotel satisfaction and hotel loyalty, 3) hotel satisfaction has a significant impact on hotel loyalty and hotel WOM, and 4) CCI is significantly associated with hotel loyalty and hotel WOM.Meysam Fakharyan has a Master of Marketing from the Young Researchers Club, Firozkoh Branch,

show abstract

Section: Raajpoot Andmentioning

confidence: 99%

RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service Atmospherics

Fakharyan¹,

Omidvar²,

Khodadadian³

et al. 2014

Journal of Travel & Tourism Marketing

View full text Add to dashboard Cite

show abstract

“…For example, conversations between university students with potential future students at a university's welcome day (Baron et al, 2007), or regular student festivals, could enhance social networks among students and, thereby, reinforce the emotional bond to the university over time. Similarly, on holiday trips or on language courses, the service personnel could encourage customer-tocustomer connections by initiating "conversational icebreakers" among customers who are unknown to each other (Baron et al, 2007, p. 229).…”

Section: Managerial Implicationsmentioning

confidence: 99%

How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

Curth

Uhrich

Benkenstein

2014

Journal of Services Marketing

View full text Add to dashboard Cite

Purpose – The purpose of this paper is to analyze how affective commitment to fellow customers influences a customer's affective commitment to the service provider and customer citizenship behavior (CCB). In addition, the paper seeks to examine the moderating role of a customer's calculative commitment to the service organization. Design/methodology/approach – The study used a large-scale survey among customers of a health club and a scenario-based experiment to test the hypotheses. Findings – Both empirical studies provide evidence that affective commitment to fellow customers has positive consequences for the customer-firm-relationship. The findings suggest that commitment to fellow customers and commitment to the service organization influence very specific facets of customer citizenship behavior. In addition, the study found preliminary support for the moderating role of calculative commitment. Affective commitment to fellow customers showed the strongest effect on affective commitment to the provider in customer-firm relationships characterized by high (versus low) calculative commitment. Practical implications – The results of this research have a number of managerial implications. This study suggests measures to strengthen customer-firm-relationships, e.g. generating intensive exchange among customers or attraction of consumer pairs. Providing customers with platforms of valuable relationships to multiplex ties can be a competitive advantage for service providers. Originality/value – This article is the first that highlights the role of other customers as a target of customer commitment and how this commitment affects both the customer's relationship to the service provider and his or her customer citizenship behavior. The present study therefore broadens our knowledge of how bonding among customers influences consumer behavior in service settings.

show abstract

“…The basic methodology is similar to protocol or cognitive response, which according to Gould (1999, p 468), involves having a person "state or report thoughts and various aspects of cognitive processing concurrently or retrospectively." It will thus use introspective accounts much like in-depth interviews or reader response, where a researcher solicits numerous introspections in order to analyze them as one would in any qualitative data set (Brown and Reid, 1997;Patterson et al, 1998;Patterson, 2005;Baron et al, 2007).…”

Section: Contemplating the Inner Consumption Experiencementioning

confidence: 99%

Social-networkers of the world, unite and take over: A meta-introspective perspective on the Facebook brand

Patterson

2012

Journal of Business Research

Self Cite

104

View full text Add to dashboard Cite

Strangers in the night: speeddating, CCI and service businesses

Abstract: Customer-to-customer interactions, Speeddating, Service businesses, Consumer experience, Servicescapes,

Cited by 29 publications

References 29 publications

RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service Atmospherics

RETRACTED ARTICLE: Examining the Effect of Customer-to-Customer Interactions on Satisfaction, Loyalty, and Word-of-Mouth Behaviors in the Hospitality Industry: The Mediating Role of Personal Interaction Quality and Service Atmospherics

How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

Social-networkers of the world, unite and take over: A meta-introspective perspective on the Facebook brand

Contact Info

Product

Resources

About