A Feelings-As-Information Approach to the Relationship Between Customer-To-Customer Interaction and Service Satisfaction
Other customers can lighten up or destroy your service experience. An online survey and a lab experiment reveal that affective responses mediate the relationship between customer-to-customer interaction (CCI) and service satisfaction, but only for relevant CCI. This study provides evidence that the feelings-as-information framework also applies to services.
Citation:
Marloes Heijink and Yuwei Jiang (2015) ,"A Feelings-As-Information Approach to the Relationship Between Customer-To-Customer Interaction and Service Satisfaction", in AP - Asia-Pacific Advances in Consumer Research Volume 11, eds. Echo Wen Wan, Meng Zhang, and , Duluth, MN : Association for Consumer Research, Pages: 322-322.
Authors
Marloes Heijink, Hong Kong Polytechnic University
Yuwei Jiang, Hong Kong Polytechnic University
Volume
AP - Asia-Pacific Advances in Consumer Research Volume 11 | 2015
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