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The impact of customer to customer interaction on service company-customer relationship quality

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2 Author(s)
Chen Ye ; Research Institute of International Business, Nankai University, Tianjin, People's Republic of China ; Zhang Hui

This paper explores the effects of customer to customer interaction (CCI) on service company-customer relationship quality, examines the path of the above effect, and establishes a conceptual model, which suggests that service companies can follow the path to improve CCI to improve the company-customer relationship quality.

Published in:

ICSSSM11

Date of Conference:

25-27 June 2011