The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.
Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research
Open accessAbstract
The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous new ways and also supply researchers’ access to rich C2C data. These developments present an opportunity and a challenge for firms and researchers who need to identify the aspects of C2C research on which to focus, as well as develop research methods that take advantage of these new data. The aim here is to take a broad view of C2C interactions and their effects and to highlight areas of significant research interest in this domain. The authors look at four main areas: the different dimensions of C2C interactions; social system issues related to individuals and to online communities; C2C context issues including product, channel, relational and market characteristics; and the identification, modeling, and assessment of business outcomes of C2C interactions.
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Citations
Cites
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Self-citationUndervalued or overvalued customers: Capturing total customer engagement value
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Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Undervalued or overvalued customers: Capturing total customer engagement value
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010) · Journal of Service Research · doi:10.1177/1094670510375602 · Cited by 1,382
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219
Li, F., Larimo, J., & Leonidou, L. C. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00733-3 · Cited by 996
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
Self-citation
Metadata
- Authors
- Libai, B., Bolton, R., Bügel, M. S., de Ruyter, K., Götz, O., Risselada, H., & Stephen, A. T.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2010-08
- Volume
- 13
- Issue
- 3
- Pages
- 267-282
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2117381845
- Cited by
- 608
- References
- 17
- FWCI
- 107.47
- Type
- journal article
- Language
- en
- Open access
- green
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