Title :
The impact of customer to customer interaction on service company-customer relationship quality
Author :
Ye, Chen ; Hui, Zhang
Author_Institution :
Res. Inst. of Int. Bus., Nankai Univ., Tianjin, China
Abstract :
This paper explores the effects of customer to customer interaction (CCI) on service company-customer relationship quality, examines the path of the above effect, and establishes a conceptual model, which suggests that service companies can follow the path to improve CCI to improve the company-customer relationship quality.
Keywords :
customer relationship management; service industries; customer-to-customer interaction; service company-customer relationship quality; Advertising; Companies; Customer satisfaction; Lead; Mouth; Psychology; CCI; relationship quality; service company;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2011 8th International Conference on
Conference_Location :
Tianjin
Print_ISBN :
978-1-61284-310-0
DOI :
10.1109/ICSSSM.2011.5959303
