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eCCIq: The quality of electronic customer-to-customer interaction

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  • Georgi, Dominik
  • Mink, Moritz

Abstract

Electronic customer-to-customer interaction (eCCI) becomes crucial in innovative business models (e.g., Ebay, Facebook) that are either intentionally built on such eCCI occurring completely on purpose or for providers that are embedding web 2.0 and social media techniques in their service offering. To enable a more active application and purposeful management of eCCI, it is essential to conceptualize its quality (eCCIq) as a start. In doing so we identify seven factors that constitute the domain of eCCIq: ‘Content’, ‘Security’, ‘Hedonic’, ‘Quantity’, ‘Atmosphere’, ‘Convenience’ and ‘Social’. Construct development is based on existing literature on CCI and various closely-related constructs as well as on an empirical study assessing eCCIq in a qualitative and quantitative manner. Our results enable firms to more selectively influence and control eCCIq and provide the basis to conduct any further research on the impact of eCCI and its quality.

Suggested Citation

  • Georgi, Dominik & Mink, Moritz, 2013. "eCCIq: The quality of electronic customer-to-customer interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 11-19.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:1:p:11-19
    DOI: 10.1016/j.jretconser.2012.08.002
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    References listed on IDEAS

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    Cited by:

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    2. Llinares Millán, Carmen & Garzon, Dolores & Navarro, Susana, 2016. "C2C interactions creating value in the Route of Santiago," Journal of Business Research, Elsevier, vol. 69(11), pages 5448-5455.
    3. Reimer, Thomas & Benkenstein, Martin, 2016. "Altruistic eWOM marketing: More than an alternative to monetary incentives," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 323-333.
    4. Jiemei Zhang & Qingbo Zhu & Yupei Wang, 2019. "Social Capital on Consumer Knowledge-Sharing in Virtual Brand Communities: The Mediating Effect of Pan-Family Consciousness," Sustainability, MDPI, vol. 11(2), pages 1-19, January.
    5. Davis, Robert & Piven, Inna & Breazeale, Michael, 2014. "Conceptualizing the brand in social media community: The five sources model," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 468-481.
    6. Qingchun Meng & Zhen Zhang & Xiaole Wan & Xiaoxia Rong, 2018. "Properties Exploring and Information Mining in Consumer Community Network: A Case of Huawei Pollen Club," Complexity, Hindawi, vol. 2018, pages 1-19, November.
    7. Wenlong Liu & Xiucheng Fan & Rongrong Ji & Yi Jiang, 2019. "Perceived Community Support, Users’ Interactions, and Value Co-Creation in Online Health Community: The Moderating Effect of Social Exclusion," IJERPH, MDPI, vol. 17(1), pages 1-22, December.

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