The interplay between physical and social servicescape: investigating negative CCI
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DOI: 10.1108/jsm-04-2022-0148
Abstract: Purpose Negative customer-to-customer interactions (NCCI) occurring in physical service encounters can have a detrimental effect on a focal customer’s experience. This paper aims to explore how the interplay between the physical servicescape and the presence… read more here.
Keywords: servicescape; physical social; social servicescape; interplay physical ... See more keywords