When Service Customers Do Not Consume in Isolation
Abstract
In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth,...
Paper Details
Title
When Service Customers Do Not Consume in Isolation
Published Date
Jan 24, 2017
Journal
Volume
20
Issue
3
Pages
223 - 239
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