The study aims to summarise and classify the existing research and to better understand the
past, present, and the future state of the theory of customer experience. The main objectives …

Purpose Customer-to-customer (C2C) interaction plays a significant role in service. The
purpose of this paper is to identify the drivers that motivate customers to interact with other …

While the role of customer-to-customer (C2C) interaction in shaping service experience has
been recognized in the services marketing literature, empirical examination of this issue is …

Purpose This paper aims to propose user experience sharing (UES) as a customer-based
initiation of value co-creation pertaining to service provision, which represents customers' …

New directions for customer‐to‐customer interaction research | Emerald Insight Books and
journals Case studies Expert Briefings Open Access Publish with us Advanced search New …

Using a mixed-methods approach, the current research examines online incivility in relation
to service recovery on social media. First, findings from a netnographic investigation suggest …

Ongoing research on the service-dominant logic of marketing has identified consumers as
integrators of operant resources (physical, social, cultural) as they actively immerse …

The study of customer experience has gained substantial importance in the consumer
behavior field because of how it impacts the development of long-term relationships with …

This article contributes, in two ways, to our understanding of the nature, scope, and
significance of conversations between strangers in service environments. First, a framework …

This article adopts the customer equity framework to study how service experience shapes
customer satisfaction and loyalty in the casino service encounter. This study …