The impact of customer‐to‐customer interactions in a high personal contact service setting

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Effects of positive customer-to-customer service interaction (2012, background): “Moore, Moore, and Capella (2005) argue such interpersonal encounters in service environments affect firm evaluations and influence patronage.”
Word of Mouth: What We Know and What We Have Yet to Learn (2013, unknown): “For example, customer participation and involvement appear to encourage the transmission of positive WOM, rather than negative WOM (File and Prince 1992; Moore, Moore, and Capella 2005; Richins and Shaffer 1987; Stokes 1997).”
Working consumers: the next step in marketing theory? (2009, background): “The more positive interactions there are between customers, the greater the perceived value of the service as expressed in terms of satisfaction, positive word-of-mouth, etc. (Moore et al., 2005; Rosenbaum and Massiah, 2007).”
The impact of other‐customer failure on service satisfaction (2008, background): “The severity of other-customer failure has a direct affect on the outcome, an element that Oliver and Swan (1989) found to be critical to how customers evaluated an exchange.”