The impact of perceived sociability on heterogeneous customer-to-customer interactions and customer citizenship behaviors in collectively interactive service settings
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DOI: 10.1108/apjml-08-2025-1654
Abstract: This research examines the role of perceived sociability in enhancing customer-to-customer (C2C) interaction qualities and C2C citizenship behavior (i.e. helping and word-of-mouth [WOM]) in a collectively interactive service setting where heterogeneous C2C interactions play an… read more here.
Keywords: collectively interactive; interactive service; customer; perceived sociability ... See more keywords
Customer Agency in Interactive Service: Small Talk and Rapport at the Cafe Counter
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DOI: 10.1177/00380385251387035
Abstract: This article draws on fine-grained analyses of video recordings of service interactions at the cafe counter to revisit the notion of rapport and conceptions of the customer in interactive service. We examine customers’ agency in… read more here.
Keywords: interactive service; service; sociology; rapport ... See more keywords