Strangers in the night: speeddating, CCI and service businesses
Organisations are increasingly realising the importance of customer-to-customer interactions (CCI). From theme parks and shopping malls, to hairdressing and health clubs, interactions between customers are recognised as a key aspect of the service experience. This research examines CCI in the context of the speeddating phenomena, a unique setting in which conversations between strangers are at the very core of the service exchange. Three elements emerge from an in-depth qualitative study to provide new insights for managers who wish to influence CCI and give some structure to future research in the area: planning, roles and performances, and cooperation versus competition. Copyright Springer-Verlag 2007
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Volume (Year): 1 (2007)
Issue (Month): 3 (September)
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- McGrath, Mary Ann & Otnes, Cele, 1995. "Unacquainted influencers: When strangers interact in the retail setting," Journal of Business Research, Elsevier, vol. 32(3), pages 261-272, March.
- Arnould, Eric J & Price, Linda L, 1993. " River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Oxford University Press, vol. 20(1), pages 24-45, June.
- Timothy Clark & Iain Mangham, 2004. "From Dramaturgy to Theatre as Technology: The Case of Corporate Theatre," Journal of Management Studies, Wiley Blackwell, vol. 41(1), pages 37-59, 01.
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