Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/7484
Title: Customer-to-customer interaction and service satisfaction : an affective approach
Authors: Heijink, Marloes
Keywords: Customer relations -- Management.
Consumer satisfaction.
Hong Kong Polytechnic University -- Dissertations
Issue Date: 2014
Publisher: The Hong Kong Polytechnic University
Abstract: Customer-to-customer interaction (CCI) is the transfer of information from one customer to another customer such that it changes these customers' attitudes and purchasing behavior. The present study aims to understand how and why CCI influences satisfaction with a service encounter, and how this effect varies based on the characteristics of the customers involved. The theoretical perspective on which the hypotheses are based is the affective events theory. One study using the critical-incidents technique and two scenario-based experiments were conducted to test the hypotheses. The results indicate that positive and negative affect mediate the relationship between CCI and service evaluation. Moreover, when the CCI is relevant to the focal customer, significantly more extreme scores of affect are reported. Lastly, when the other customer is perceived to belong to the same cultural group versus a different cultural group, service evaluation is increased. The present study contributes to the services marketing literature by offering an affective perspective in addition to the existing cognitive perspectives to explain the relationship between CCI and service evaluation.
Description: xi, 97 pages : illustrations ; 30 cm
PolyU Library Call No.: [THS] LG51 .H577M MM 2014 Heijink
URI: http://hdl.handle.net/10397/7484
Rights: All rights reserved.
Appears in Collections:Thesis

Files in This Item:
File Description SizeFormat 
b27806716_link.htmFor PolyU Users 203 BHTMLView/Open
b27806716_ir.pdfAll Users (Non-printable)1.37 MBAdobe PDFView/Open
Show full item record

Page view(s)

178
Last Week
3
Last month
Checked on Jun 18, 2017

Download(s)

109
Checked on Jun 18, 2017

Google ScholarTM

Check



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.