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Effects of positive customer-to-customer service interaction

机译：积极的客户对客户服务互动的影响

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摘要

This research examines how positive Customer-to-Customer (C-to-C) interactions affect customers' perceived roles in service environments, and the effect such role perceptions have on willingness to participate in service processes, perceived quality, and satisfaction. Further, the study examines the moderation effects of interactional justice on relationships between C-to-C and role clarity and role conflict. 427 customers of a Korean hospital were surveyed. Results indicate customer role perceptions mediate C-to-C interactions and customer participation, while customer perceptions of service provider interactional justice affect the relationship between C-to-C interaction and role variables by weakening the positive effect of C-to-C interaction on role clarity. Customer role perceptions directly and indirectly affect customer satisfaction through participation and perceived quality, respectively.
机译：这项研究研究了积极的客户对客户（C-to-C）交互如何影响客户在服务环境中的感知角色，以及这种角色感知对参与服务流程，感知质量和满意度的意愿的影响。此外，该研究考察了互动公正对C对C与角色清晰性和角色冲突之间关系的调节作用。对韩国一家医院的427位客户进行了调查。结果表明，客户角色感知介导了C-C交互和客户参与，而客户对服务提供商交互正义的感知通过削弱C-C交互对客户的积极影响而影响C-C交互和角色变量之间的关系。角色清晰。客户角色感知分别通过参与和感知质量直接或间接影响客户满意度。

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