Customer-to-customer roles and impacts in service encounters

Doctoral thesis English OPEN
Lee, Linda;
(2016)
  • Publisher: Stockholm, Sweden
  • Subject: Service encounters | group service encounters | customer-to-customer interaction | customer cohort climates | other customers | service operations | online reviews

This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focu... View more
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