How Service Interaction Drives Customer Value: the Mediating Role of Customer – Environment Fit
From the perspective of individual-environment fit theory, we first propose the concept of customer-environment fit to explore how service interaction drives customer value. Empirical research results show that service interaction has a positive effect on both utilitarian value and hedonic value, and customer-environment fit plays a mediating role.
Liang Hong and Hongyan Yu (2018) ,"How Service Interaction Drives Customer Value: the Mediating Role of Customer – Environment Fit", in AP - Asia-Pacific Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain, Akshaya Vijayalakshmi, and , Duluth, MN : Association for Consumer Research, Pages: 80-80.
Liang Hong, Sun Yat-sen University, China
Hongyan Yu, Sun Yat-sen University, China, Rong Liu, Nanchang University, China
AP - Asia-Pacific Advances in Consumer Research Volume 12 | 2018
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