Customer-To-Customer Interaction, Service Satisfaction and Cultural Differences: an Affective Approach

Other customers can lighten up or destroy a service experience. A survey and two experiments show that affect mediates the relationship between relevant customer-to-customer interaction and service satisfaction, and this effect is amplified for other customers having the same cultural background.



Citation:

Marloes Heijink, Yuwei Jiang, and Gerald J. Gorn (2015) ,"Customer-To-Customer Interaction, Service Satisfaction and Cultural Differences: an Affective Approach ", in NA - Advances in Consumer Research Volume 43, eds. Kristin Diehl , Carolyn Yoon, and , Duluth, MN : Association for Consumer Research, Pages: 788-788.

Authors

Marloes Heijink, Hong Kong Polytechic University
Yuwei Jiang, Hong Kong Polytechic University
Gerald J. Gorn, Hong Kong Polytechic University



Volume

NA - Advances in Consumer Research Volume 43 | 2015



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