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Christoph Senn - One of the best experts on this subject based on the ideXlab platform.
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Customer-Centricity in the Executive Suite: A Taxonomy of Top-Management–Customer Interaction Roles
Strategy and Communication for Innovation, 2017Co-Authors: Noel Capon, Christoph SennAbstract:The quest for Customer-centricity drives top-management relationships with Customers in business-to-business (B2B) markets. But the impact of executive engagement varies greatly across supplier–Customer relationships. Based on exploratory field research, this paper develops a taxonomy of top-management–Customer Interaction roles. We also provide suggestions for leveraging senior executives for both supplier and Customer benefit.
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Customer centricity in the executive suite a taxonomy of top management Customer Interaction roles
2017Co-Authors: Noel Capon, Christoph SennAbstract:The quest for Customer-centricity drives top-management relationships with Customers in business-to-business (B2B) markets. But the impact of executive engagement varies greatly across supplier–Customer relationships. Based on exploratory field research, this paper develops a taxonomy of top-management–Customer Interaction roles. We also provide suggestions for leveraging senior executives for both supplier and Customer benefit.
Cedric Hsi Jui Wu - One of the best experts on this subject based on the ideXlab platform.
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The influence of Customer-to-Customer Interactions and role typology on Customer reaction
Service Industries Journal, 2008Co-Authors: Cedric Hsi Jui WuAbstract:The service encounter is an important topic in service management. Although researchers have argued that Customer-to-Customer Interactions may affect Customers' evaluation of the service experience in service encounter contexts, the impact of Customer-to-Customer Interaction on Customer reaction has not been sufficiently studied. Consequently, the objective of this research is to investigate the relationship between Customer-to-Customer Interactions, role typology and Customer reaction. This research adopted questionnaires to investigate tourists traveling to foreign areas and concluded that the perception of Customer-to-Customer Interaction incidents could be extracted into six factors. 'Protocol and sociability incidents' have a significant positive impact on Customer satisfaction; 'malcontent incidents' have a negative impact; 'crude incidents' and 'malcontent incidents' have significant negative impact on Customer loyalty; and finally, the Customer's role typology moderates the relationship between 'protocol and sociability incidents' and Customer satisfaction. [ABSTRACT FROM AUTHOR]
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the impact of Customer to Customer Interaction and Customer homogeneity on Customer satisfaction in tourism service the service encounter prospective
Tourism Management, 2007Co-Authors: Cedric Hsi Jui WuAbstract:Abstract Customer satisfaction has been an important topic in tourism service management. Many researchers have argued that Customer-to-Customer Interaction may affect Customers’ evaluation of the service experience. Consequently, the objective of this research is to investigate the relationship between Customer-to-Customer Interaction, Customer homogeneity and Customer satisfaction. This research adopted questionnaires to investigate tourists traveling to foreign areas from Taiwan. In conclusion, the perception of Customer-to-Customer Interaction incidents could be extracted into six factors, including protocol and sociable incidents, violent incidents, grungy incidents, malcontent incidents, crude incidents, and inconsiderate incidents. The results of the analysis indicate that “protocol and sociable incidents” have a significantly positive impact on the “evaluation of fellow Customers”. However, “malcontent incidents” have a significantly negative impact on Customer satisfaction. “Marital homogeneity” has a positive influence on the “evaluation of fellow Customers”. Finally, “evaluation of fellow Customers” has a positive influence on Customer satisfaction. Some suggestions for practitioners to manage Customer compatibility and enhance Customer satisfaction are proposed.
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The impact of Customer-to-Customer Interaction and Customer homogeneity on Customer satisfaction in tourism service—The service encounter prospective ☆
Tourism Management, 2007Co-Authors: Cedric Hsi Jui WuAbstract:Abstract Customer satisfaction has been an important topic in tourism service management. Many researchers have argued that Customer-to-Customer Interaction may affect Customers’ evaluation of the service experience. Consequently, the objective of this research is to investigate the relationship between Customer-to-Customer Interaction, Customer homogeneity and Customer satisfaction. This research adopted questionnaires to investigate tourists traveling to foreign areas from Taiwan. In conclusion, the perception of Customer-to-Customer Interaction incidents could be extracted into six factors, including protocol and sociable incidents, violent incidents, grungy incidents, malcontent incidents, crude incidents, and inconsiderate incidents. The results of the analysis indicate that “protocol and sociable incidents” have a significantly positive impact on the “evaluation of fellow Customers”. However, “malcontent incidents” have a significantly negative impact on Customer satisfaction. “Marital homogeneity” has a positive influence on the “evaluation of fellow Customers”. Finally, “evaluation of fellow Customers” has a positive influence on Customer satisfaction. Some suggestions for practitioners to manage Customer compatibility and enhance Customer satisfaction are proposed.
Richard Nicholls - One of the best experts on this subject based on the ideXlab platform.
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Managing Customer-to-Customer Interaction (CCI) – insights from the frontline
Journal of Services Marketing, 2019Co-Authors: Richard Nicholls, Marwa Gad MohsenAbstract:Purpose The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into Customer-to-Customer Interaction (CCI) and its management in service organisations. Design/methodology/approach This exploratory study used focus groups and semi-structured in-depth interviews with FLEs to investigate their experiences and reflections in dealing with CCI in a complex service setting in the UK. Findings FLEs are able to recall CCI encounters, both positive (PCCI) and negative (NCCI), with ease. They are capable of conceptualising and exploring complex nuances surrounding CCI encounters. FLEs can distinguish levels of seriousness of negative CCI and variations in Customer sensitivity to CCI. FLEs vary in their comfort in intervening in negative CCI situations. Whilst FLEs draw on skills imparted in an employee-Customer Interaction context, they would benefit from CCI-specific training. Propositions are advanced for further empirical testing. Research limitations/implications The authors studied FLE views on CCI in a Customer-centric service organisation in the UK. Future research should further address the FLE perspective on CCI in less service-driven organisations and in other countries. A wide range of themes for further research are proposed. Practical implications The insights presented will assist service managers to assess the CCI context of their own organisation and develop strategies and guidelines to support FLEs in detecting, understanding and responding to CCI encounters. Social implications The paper highlights and discusses the complexity of intervening in negative CCI encounters in socially inclusive service environments. Originality/value Based on FLE-derived perceptions of CCI, the paper contributes conceptually to CCI knowledge by identifying the existence of “concealed CCI”, distinguishing between gradual and sudden CCI intervention contexts and exploring the human resource development consequences of this distinction, with original implications for service management. The study also contributes to extending the scope of research into triadic service Interactions.
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Managing Customer-to-Customer Interaction(CCI) – insights from the frontline
Journal of Services Marketing, 2019Co-Authors: Richard Nicholls, Marwa Gad MohsenAbstract:The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into Customer-to-Customer Interaction (CCI) and its management in service organisations.,This exploratory study used focus groups and semi-structured in-depth interviews with FLEs to investigate their experiences and reflections in dealing with CCI in a complex service setting in the UK.,FLEs are able to recall CCI encounters, both positive (PCCI) and negative (NCCI), with ease. They are capable of conceptualising and exploring complex nuances surrounding CCI encounters. FLEs can distinguish levels of seriousness of negative CCI and variations in Customer sensitivity to CCI. FLEs vary in their comfort in intervening in negative CCI situations. Whilst FLEs draw on skills imparted in an employee-Customer Interaction context, they would benefit from CCI-specific training. Propositions are advanced for further empirical testing.,The authors studied FLE views on CCI in a Customer-centric service organisation in the UK. Future research should further address the FLE perspective on CCI in less service-driven organisations and in other countries. A wide range of themes for further research are proposed.,The insights presented will assist service managers to assess the CCI context of their own organisation and develop strategies and guidelines to support FLEs in detecting, understanding and responding to CCI encounters.,The paper highlights and discusses the complexity of intervening in negative CCI encounters in socially inclusive service environments.,Based on FLE-derived perceptions of CCI, the paper contributes conceptually to CCI knowledge by identifying the existence of “concealed CCI”, distinguishing between gradual and sudden CCI intervention contexts and exploring the human resource development consequences of this distinction, with original implications for service management. The study also contributes to extending the scope of research into triadic service Interactions.
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Customer-to-Customer Interaction (CCI) in Tourism – a Customer Diversity Perspective
2019Co-Authors: Richard NichollsAbstract:The notion that Customers interact with one other in many tourism services is increasingly recognised, as is the potential impact of such Customer-to-Customer Interaction (CCI) on the Customer experience. Much attention, however, has focused on negative aspects of tourist diversity and C2C Interaction. This paper gives attention to tourist diversity as a source of added value in C2C tourism contexts.
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Customer-to-Customer Interaction (CCI) Through the Lens of Social Diversity
2017Co-Authors: Richard NichollsAbstract:The notion that Customers interact with one other in many services is increasingly recognised, as is the potential impact of such Customer-to-Customer Interaction (CCI) on the Customer experience. This is a conceptual paper, based on an initial narrative literature review, which explores CCI research through the lens of social diversity. This working paper looks back at several decades of CCI research and discusses a number of contributions which have contained a social diversity perspective. Building on this selection of literature, the paper also looks forward and identifies a number of research directions for CCI which could build on this social diversity tradition. The paper represents the preliminary stage of a much larger piece of research which will conduct a comprehensive narrative literature review on this topic. Given that some CCI research findings suggest that the social diversity of Customers can contribute to CCI tensions, it seems important that service managers develop a sound understanding of this issue. They also need to find ways of embracing cultural diversity and of breaking down the CCI tensions originating from social diversity.
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Customer to Customer Interaction cci a cross cultural perspective
International Journal of Contemporary Hospitality Management, 2011Co-Authors: Richard NichollsAbstract:Interactions between service Customers are increasingly the focus of service management research. The Customer-to-Customer Interaction (CCI) literature has, however, focused overwhelmingly on same-culture Interactions. CCI has seldom been researched in a cross-cultural context. This is a serious deficiency given the increasingly cross-cultural nature of consumption in services such as the hospitality industry. As Interactions between Customers from different cultures are a potentially significant influence on Customer satisfaction, it is important that hospitality industry managers are aware both of the forms these Interactions may take and of the possibilities for managing them. This paper: draws attention to the increasing incidence of cross-cultural CCI (CC-CCI); outlines some CCI-related managerial challenges; identifies some pertinent research directions; and proposes methods for conducting such research.
Noel Capon - One of the best experts on this subject based on the ideXlab platform.
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Customer-Centricity in the Executive Suite: A Taxonomy of Top-Management–Customer Interaction Roles
Strategy and Communication for Innovation, 2017Co-Authors: Noel Capon, Christoph SennAbstract:The quest for Customer-centricity drives top-management relationships with Customers in business-to-business (B2B) markets. But the impact of executive engagement varies greatly across supplier–Customer relationships. Based on exploratory field research, this paper develops a taxonomy of top-management–Customer Interaction roles. We also provide suggestions for leveraging senior executives for both supplier and Customer benefit.
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Customer centricity in the executive suite a taxonomy of top management Customer Interaction roles
2017Co-Authors: Noel Capon, Christoph SennAbstract:The quest for Customer-centricity drives top-management relationships with Customers in business-to-business (B2B) markets. But the impact of executive engagement varies greatly across supplier–Customer relationships. Based on exploratory field research, this paper develops a taxonomy of top-management–Customer Interaction roles. We also provide suggestions for leveraging senior executives for both supplier and Customer benefit.
Malcolm Falkus - One of the best experts on this subject based on the ideXlab platform.
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Supplier Customer Interaction:
Business History, 1998Co-Authors: Malcolm FalkusAbstract:Reviews the book "Supplier Customer Interaction: Supplier-Customer Interaction in Product Development," by Jens Laage-Hellman.
