Exploring Customer Participation and Customer-to-Customer Interactions in Service Experiences
Fatemeh Saghezchi - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
Marlene Amorim - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
Maria João Rosa - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
DOI: https://doi.org/10.31410/Balkans.JETSS.2024.7.1.39-48
Fatemeh Saghezchi - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
Marlene Amorim - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
Maria João Rosa - GOVCOPP & DEGEIT, University of Aveiro, Campus Universitário de Santiago, 3810-193, Aveiro, Portugal
DOI: https://doi.org/10.31410/Balkans.JETSS.2024.7.1.39-48
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Balkans Journal of Emerging Trends in Social Sciences, (2024) , Vol 7, No 1
ISSN: 2620-164X |
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Abstract: Customer Participation (CP) and Customer-to-Customer Interaction (CCI) are prevalent characteristics in contemporary service experiences in different sectors, such as healthcare, museums, and education. Several studies have explored the association between CP and its impact on customer satisfaction. The results reveal that the customers indeed assess the quality of service based on their interactions with the service system, e.g., their role and effort in the service process and their interactions with the other customers. Despite these important findings, the literature on CP, CCI, and customer satisfaction is still fragmented. The main objective of this study is to conduct a comprehensive bibliometric analysis based on the relevant literature. The study analyzes 124 articles published between 1994 and 2023, Our study concludes that academic interest in CP and CCI is continuously growing and identifies the emerging research directions for future work.
Keywords: Customer participation, Customer-to-Customer interaction, Service quality, Customer satisfaction.
JEL Classification D11 ∙ P36
Keywords: Customer participation, Customer-to-Customer interaction, Service quality, Customer satisfaction.
JEL Classification D11 ∙ P36
REFERENCES
Amorim, M., & Bashashi Saghezchi, F. (2014). An investigation of service quality assessments across retail formats. International Journal of Quality and Service Sciences, 6(2/3), 221-236. https://doi.org/10.1108/ijqss-02-2014-0015
Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28. https://doi.org/10.1509/jmkg.67.1.14.18592
Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64. https://doi.org/10.1509/jmkg.74.3.048
Dabholkar, P. A. (1990). “How to improve perceived service quality by increasing customer participation”, In B. J. Dunlap (Ed.), Developments in marketing science, 13, 483–487).
Dong, B. (2015). “How a customer participates matters: “I am producing” versus “I am designing””, Journal of Services Marketing, 29(6/7), 498-510. https://doi.org/10.1108/jsm-01-2015-0020
Gallan, A. S., Jarvis, C. B., Brown, S. W., & Bitner, M. J. (2013). “Customer positivity and participation in services: an empirical test in a health care context”, Journal of the Academy of Marketing Science, 41(3), 338-356. https://doi.org/10.1007/s11747-012-0307-4
Hu, K. C., Lu, M., Huang, F. Y., & Jen, W. (2017). “Click “Like” on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites”, International Journal of Human–Computer Interaction, 33(2), 135-142. https://doi.org/10.1080/10447318.2016.1221203
Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427. https://doi.org/10.1016/s0022-4359(97)90025-7
Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315.
Khan, K. S., Kunz, R., Kleijnen, J., & Antes, G. (2003). “Five steps to conducting a systematic review”, Journal of the Royal Society of Medicine, 96(3), 118-121. https://doi.org/10.1177/014107680309600304
Mohd-Any, A. A., Winklhofer, H., & Ennew, C. (2015). “Measuring users’ value experience on a travel website (e-value) what value is cocreated by the user?”, Journal of Travel Research, 54(4), 496-510. https://doi.org/10.1177/0047287514522879
Nambisan, S., & Baron, R. A. (2009). Virtual customer environments: testing a model of voluntary participation in value co‐creation activities. Journal of Product Innovation Management, 26(4), 388-406. https://doi.org/10.1111/j.1540-5885.2009.00667.x
Nicholls, R. (2020). What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI). Journal of Service Theory and Practice, 30(2), 123-147. https://doi.org/10.1108/jstp-05-2019-0112
Paruthi, M., Kaur, H., Islam, J. U., Rasool, A., & Thomas, G. (2023). Engaging consumers via online brand communities to achieve brand love and positive recommendations. Spanish Journal of Marketing-ESIC, 27(2), 138-157. https://doi.org/10.1108/sjme-07-2022-0160
Rowley, J. E. (1996). “Customer compatibility management: an alternative perspective on student-to-student support in higher education”, International Journal of Educational Management, 10(4), 15-20. https://doi.org/10.1108/09513549610122147
Touni, R., Kim, W. G., Haldorai, K., & Rady, A. (2022). Customer engagement and hotel booking intention: The mediating and moderating roles of customer-perceived value and brand reputation. International Journal of Hospitality Management, 104, 103246. https://doi.org/10.1016/j.ijhm.2022.103246
Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207-222. https://doi.org/10.1111/1467-8551.00375
Van Eck, N. J., & Waltman, L. (2014). Visualizing Bibliometric Networks. Measuring Scholarly Impact, 285-320. https://doi.org/10.1007/978-3-319-10377-8_13
Van Eck, N., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523-538. https://doi.org/10.1007/s11192-009-0146-3
Xie, L., Li, D., & Keh, H. T. (2020). Customer participation and well-being: the roles of service experience, customer empowerment and social support. Journal of Service Theory and Practice, 30(6), 557-584. https://doi.org/10.1108/jstp-11-2019-0228
Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2012). “Effects of positive customer-to-customer service interaction”, Journal of Business Research, 65(9), 1313-1320. https://doi.org/10.1016/j.jbusres.2011.10.028
Zgolli, S., & Zaiem, I. (2017). “Customer-to-customer interaction in tourism experience: Moderating role of nationality”, Arab Economic and Business Journal, 12(1), 44-56. https://doi.org/10.1016/j.aebj.2017.03.001
REFERENCES
Amorim, M., & Bashashi Saghezchi, F. (2014). An investigation of service quality assessments across retail formats. International Journal of Quality and Service Sciences, 6(2/3), 221-236. https://doi.org/10.1108/ijqss-02-2014-0015
Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14-28. https://doi.org/10.1509/jmkg.67.1.14.18592
Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48-64. https://doi.org/10.1509/jmkg.74.3.048
Dabholkar, P. A. (1990). “How to improve perceived service quality by increasing customer participation”, In B. J. Dunlap (Ed.), Developments in marketing science, 13, 483–487).
Dong, B. (2015). “How a customer participates matters: “I am producing” versus “I am designing””, Journal of Services Marketing, 29(6/7), 498-510. https://doi.org/10.1108/jsm-01-2015-0020
Gallan, A. S., Jarvis, C. B., Brown, S. W., & Bitner, M. J. (2013). “Customer positivity and participation in services: an empirical test in a health care context”, Journal of the Academy of Marketing Science, 41(3), 338-356. https://doi.org/10.1007/s11747-012-0307-4
Hu, K. C., Lu, M., Huang, F. Y., & Jen, W. (2017). “Click “Like” on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites”, International Journal of Human–Computer Interaction, 33(2), 135-142. https://doi.org/10.1080/10447318.2016.1221203
Kelley, S. W., & Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427. https://doi.org/10.1016/s0022-4359(97)90025-7
Kelley, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315.
Khan, K. S., Kunz, R., Kleijnen, J., & Antes, G. (2003). “Five steps to conducting a systematic review”, Journal of the Royal Society of Medicine, 96(3), 118-121. https://doi.org/10.1177/014107680309600304
Mohd-Any, A. A., Winklhofer, H., & Ennew, C. (2015). “Measuring users’ value experience on a travel website (e-value) what value is cocreated by the user?”, Journal of Travel Research, 54(4), 496-510. https://doi.org/10.1177/0047287514522879
Nambisan, S., & Baron, R. A. (2009). Virtual customer environments: testing a model of voluntary participation in value co‐creation activities. Journal of Product Innovation Management, 26(4), 388-406. https://doi.org/10.1111/j.1540-5885.2009.00667.x
Nicholls, R. (2020). What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI). Journal of Service Theory and Practice, 30(2), 123-147. https://doi.org/10.1108/jstp-05-2019-0112
Paruthi, M., Kaur, H., Islam, J. U., Rasool, A., & Thomas, G. (2023). Engaging consumers via online brand communities to achieve brand love and positive recommendations. Spanish Journal of Marketing-ESIC, 27(2), 138-157. https://doi.org/10.1108/sjme-07-2022-0160
Rowley, J. E. (1996). “Customer compatibility management: an alternative perspective on student-to-student support in higher education”, International Journal of Educational Management, 10(4), 15-20. https://doi.org/10.1108/09513549610122147
Touni, R., Kim, W. G., Haldorai, K., & Rady, A. (2022). Customer engagement and hotel booking intention: The mediating and moderating roles of customer-perceived value and brand reputation. International Journal of Hospitality Management, 104, 103246. https://doi.org/10.1016/j.ijhm.2022.103246
Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence informed management knowledge by means of systematic review. British Journal of Management, 14(3), 207-222. https://doi.org/10.1111/1467-8551.00375
Van Eck, N. J., & Waltman, L. (2014). Visualizing Bibliometric Networks. Measuring Scholarly Impact, 285-320. https://doi.org/10.1007/978-3-319-10377-8_13
Van Eck, N., & Waltman, L. (2010). Software survey: VOSviewer, a computer program for bibliometric mapping. Scientometrics, 84(2), 523-538. https://doi.org/10.1007/s11192-009-0146-3
Xie, L., Li, D., & Keh, H. T. (2020). Customer participation and well-being: the roles of service experience, customer empowerment and social support. Journal of Service Theory and Practice, 30(6), 557-584. https://doi.org/10.1108/jstp-11-2019-0228
Yoo, J. J., Arnold, T. J., & Frankwick, G. L. (2012). “Effects of positive customer-to-customer service interaction”, Journal of Business Research, 65(9), 1313-1320. https://doi.org/10.1016/j.jbusres.2011.10.028
Zgolli, S., & Zaiem, I. (2017). “Customer-to-customer interaction in tourism experience: Moderating role of nationality”, Arab Economic and Business Journal, 12(1), 44-56. https://doi.org/10.1016/j.aebj.2017.03.001
Association of Economists and Managers of the Balkans
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E-mail: [email protected]
www.udekom.org.rs
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E-mail: [email protected]
www.udekom.org.rs
Tel. +381 62 812 5779
VAT number: 108747027
Registration number.: 28157347
Registration number.: 28157347