Impact of customer-to-customer interactions on overall service experience: A social servicescape perspective

By Hongxia Lin, D. Gursoy, Meng Zhang. 2020

88 citations recorded by the source corpus.

Abstract Utilizing the appraisal theory, this study proposes a dynamic and sequential customer future interaction intention model that deconstructs customer-to-customer interactions and illustrates how customer-to-customer interaction experience perceptions are formed and how those perceptions may influence customers overall experience evaluation and their future interaction intentions. The model was tested using data from a sample of 460 casual restaurant consumers. Of the three dimensions of interaction, functional interaction only exerts influence on RELATE; hedonic interaction impacts both SENSE and RELATE; expressive interaction influences THINK, SENSE and RELATE. Further, SENSE and RELATE are positively related to FEEL, while THINK has no significant effect on FEEL. FEEL impacts customers’ overall experience evaluation, which has positive influence on approach ACT and negative influence on avoidance ACT.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/3c76377030989ff6408f0dae94676be4c6417298