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首页> 外文期刊>Journal of Business Research >Similarity over difference: How congruency in customer characteristics drives service experiences
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Similarity over difference: How congruency in customer characteristics drives service experiences

机译：相似之处：客户特征的一致性如何推动服务经验

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摘要

Customers are critical actors in the service ecosystem, with their presence and interaction influencing service delivery and consumption. The interactions between customers in service settings can play an important role, with fellow customers having the potential to impact a focal customer's service experience, evaluations, and subsequent outcomes. Yet research on customer-to-customer interactions within the service encounter is limited. This research has examined the effect of congruency (incongruency) in fellow customer characteristics on focal customer outcomes across two studies. In study one, congruence in customer characteristics is shown to be a critical aspect of the service experience that can affect focal customer outcomes. In study two, status enhancement is shown to plays an important role, enhancing the effect of congruent fellow customer characteristics and mitigating weaker focal customer outcomes that result from incongruent customer characteristics. Importantly, these findings differ by the level of service consumption involvement. Findings present important implications for managers and frontline employees. In particular, regarding the importance of understanding, and potentially managing, congruency in customer characteristics; which can allow favorable responses to the service experience.
机译：客户是服务生态系统中的关键行动者，其存在和互动影响服务交付和消费。服务环境中客户之间的互动可以发挥重要作用，同伴客户有可能影响焦点客户的服务经验，评估和随后的结果。然而，在服务遇到内部客户 - 客户交互的研究有限。该研究探讨了同种力（不一致）在两项研究中对局部客户成果的同胞特征的影响。在研究中，客户特征中的一致性被认为是可以影响局灶客户结果的服务经验的关键方面。在研究中，状态增强显示出现重要作用，增强了由不一致的客户特征导致的巨大客户特征和减轻较弱的焦点客户结果。重要的是，这些发现因服务消耗程度而异。调查结果对管理人员和前线员工提供了重要意义。特别是，关于了解的重要性，潜在管理，客户特征的一致性;这可以允许对服务体验的有利响应。

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