Exploring similarity in personality for patients’ roommate matching

Autor:	Martin Benkenstein, Louisa Luther
Rok vydání:	2017
Předmět:	Service (business) Matching (statistics) Interaction field media_common.quotation_subject 05 social sciences Advertising Service experience Credence good 0502 economics and business Similarity (psychology) Personality 050211 marketing Psychology 050203 business & management media_common
Zdroj:	Beiträge zur Dienstleistungsforschung 2016 ISBN: 9783658164638
DOI:	10.1007/978-3-658-16464-5_8
Popis:	Due to competitive constraints, service firms aim to create positive experiences for customers. Scholars demonstrate that focal customers are influenced by other, unfamiliar customers present at the time of service creation (e.g. Brack & Benkenstein 2012; 2014; Martin 1996). Taking other customers’ influence into account serves as background of the customer-to-customer (C2C) interaction field of research (Miao 2014; Verhoef et al. 2009). Especially for credence goods like hospital services interactions determine service experience (Miranda et al. 2012).
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::7bc48604b166fe7f54836ff1df8d4db9 https://doi.org/10.1007/978-3-658-16464-5_8 Zobrazit plný text záznamu