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Strangers in the night: speeddating, CCI and service businesses


  • Steve Baron


  • Anthony Patterson
  • Kim Harris
  • Julia Hodgson


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

Suggested Citation

  • Steve Baron & Anthony Patterson & Kim Harris & Julia Hodgson, 2007. "Strangers in the night: speeddating, CCI and service businesses," Service Business, Springer;Pan-Pacific Business Association, vol. 1(3), pages 211-232, September.
  • Handle: RePEc:spr:svcbiz:v:1:y:2007:i:3:p:211-232
    DOI: 10.1007/s11628-007-0031-1

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    References listed on IDEAS

    1. 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.
    2. 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.
    3. 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, January.
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    Cited by:

    1. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
    2. Johnson, Guillaume D. & Grier, Sonya A., 2013. "Understanding the influence of cross-cultural Consumer-to-Consumer Interaction on consumer service satisfaction," Journal of Business Research, Elsevier, vol. 66(3), pages 306-313.
    3. Patterson, Anthony, 2012. "Social-networkers of the world, unite and take over: A meta-introspective perspective on the Facebook brand," Journal of Business Research, Elsevier, vol. 65(4), pages 527-534.
    4. Edward Ku, 2014. "Putting forth marketing competencies strength with collaborating partners in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 679-697, December.


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