IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v20y2013i1p11-19.html
   My bibliography  Save this article

eCCIq: The quality of electronic customer-to-customer interaction

Author

Listed:
  • Georgi, Dominik
  • Mink, Moritz

Abstract

Electronic customer-to-customer interaction (eCCI) becomes crucial in innovative business models (e.g., Ebay, Facebook) that are either intentionally built on such eCCI occurring completely on purpose or for providers that are embedding web 2.0 and social media techniques in their service offering. To enable a more active application and purposeful management of eCCI, it is essential to conceptualize its quality (eCCIq) as a start. In doing so we identify seven factors that constitute the domain of eCCIq: ‘Content’, ‘Security’, ‘Hedonic’, ‘Quantity’, ‘Atmosphere’, ‘Convenience’ and ‘Social’. Construct development is based on existing literature on CCI and various closely-related constructs as well as on an empirical study assessing eCCIq in a qualitative and quantitative manner. Our results enable firms to more selectively influence and control eCCIq and provide the basis to conduct any further research on the impact of eCCI and its quality.

Suggested Citation

  • Georgi, Dominik & Mink, Moritz, 2013. "eCCIq: The quality of electronic customer-to-customer interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 11-19.
    • Handle: RePEc:eee:joreco:v:20:y:2013:i:1:p:11-19
    DOI: 10.1016/j.jretconser.2012.08.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698912000987
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2012.08.002?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    2. Kristine de Valck & Roberts V. Kozinets & Andrea C. Wojnicki & Sarah J.S. Wilner, 2010. "Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities," Post-Print hal-00458424, HAL.
    3. McGrath, Mary Ann & Otnes, Cele, 1995. "Unacquainted influencers: When strangers interact in the retail setting," Journal of Business Research, Elsevier, vol. 32(3), pages 261-272, March.
    4. Cedric Hsi-Jui Wu, 2008. "The influence of customer-to-customer interactions and role typology on customer reaction," The Service Industries Journal, Taylor & Francis Journals, vol. 28(10), pages 1501-1513, December.
    5. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
    6. Aubert-Gamet, Veronique & Cova, Bernard, 1999. "Servicescapes: From Modern Non-Places to Postmodern Common Places," Journal of Business Research, Elsevier, vol. 44(1), pages 37-45, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Llinares Millán, Carmen & Garzon, Dolores & Navarro, Susana, 2016. "C2C interactions creating value in the Route of Santiago," Journal of Business Research, Elsevier, vol. 69(11), pages 5448-5455.
    2. Jiemei Zhang & Qingbo Zhu & Yupei Wang, 2019. "Social Capital on Consumer Knowledge-Sharing in Virtual Brand Communities: The Mediating Effect of Pan-Family Consciousness," Sustainability, MDPI, vol. 11(2), pages 1-19, January.
    3. Qingchun Meng & Zhen Zhang & Xiaole Wan & Xiaoxia Rong, 2018. "Properties Exploring and Information Mining in Consumer Community Network: A Case of Huawei Pollen Club," Complexity, Hindawi, vol. 2018, pages 1-19, November.
    4. Wenlong Liu & Xiucheng Fan & Rongrong Ji & Yi Jiang, 2019. "Perceived Community Support, Users’ Interactions, and Value Co-Creation in Online Health Community: The Moderating Effect of Social Exclusion," IJERPH, MDPI, vol. 17(1), pages 1-22, December.
    5. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
    6. Reimer, Thomas & Benkenstein, Martin, 2016. "Altruistic eWOM marketing: More than an alternative to monetary incentives," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 323-333.
    7. Davis, Robert & Piven, Inna & Breazeale, Michael, 2014. "Conceptualizing the brand in social media community: The five sources model," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 468-481.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Christèle Camelis & Florence Dano & Kiane Goudarzi & Viviane Hamon & Sylvie Llosa, 2013. "The roles of co-clients and their influence on overall satisfaction during the service experience," Post-Print hal-01822880, HAL.
    2. Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes, 2021. "The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 391-444, September.
    3. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    4. Komppula, Raija & Ilves, Riikka & Airey, David, 2016. "Social holidays as a tourist experience in Finland," Tourism Management, Elsevier, vol. 52(C), pages 521-532.
    5. Alain Debenedetti & Harmen Oppewal & Zeynep Arsel, 2014. "Place Attachment in Commercial Settings: A Gift Economy Perspective," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 40(5), pages 904-923.
    6. Lena Steinhoff & Denni Arli & Scott Weaven & Irina V. Kozlenkova, 2019. "Online relationship marketing," Journal of the Academy of Marketing Science, Springer, vol. 47(3), pages 369-393, May.
    7. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.
    8. Vallaster, Christine & von Wallpach, Sylvia, 2013. "An online discursive inquiry into the social dynamics of multi-stakeholder brand meaning co-creation," Journal of Business Research, Elsevier, vol. 66(9), pages 1505-1515.
    9. Javornik, Ana, 2016. "Augmented reality: Research agenda for studying the impact of its media characteristics on consumer behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 252-261.
    10. Aline Degorre & Jean-Philippe Galan & Magali Giraud, 2015. "Contrôle, flow et propension à payer : une application à l'expérience de jeu vidéo," Post-Print hal-02885119, HAL.
    11. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    12. Damien Chaney & Renaud Lunardo & Rémi Mencarelli, 2018. "Consumption experience: past, present and future," Post-Print hal-01951670, HAL.
    13. Xusen Cheng & Yu Gu & Jian Mou, 2020. "Interpersonal relationship building in social commerce communities: considering both swift guanxi and relationship commitment," Electronic Commerce Research, Springer, vol. 20(1), pages 53-80, March.
    14. Colleen M. Harmeling & Jordan W. Moffett & Mark J. Arnold & Brad D. Carlson, 2017. "Toward a theory of customer engagement marketing," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 312-335, May.
    15. Christian Homburg & Danijel Jozić & Christina Kuehnl, 2017. "Customer experience management: toward implementing an evolving marketing concept," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 377-401, May.
    16. Michaud Trevinal, Aurélia & Stenger, Thomas, 2014. "Toward a conceptualization of the online shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 314-326.
    17. Alden, Dana L. & Kelley, James B. & Youn, James B. & Chen, Qimei, 2016. "Understanding consumer motivations to interact on brand websites in the international marketplace: Evidence from the U.S., China, and South Korea," Journal of Business Research, Elsevier, vol. 69(12), pages 5909-5916.
    18. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
    19. Huan Sun & Shaofeng Wu & Yanning Li & Guangquan Dai, 2019. "Tourist-to-Tourist Interaction at Festivals: A Grounded Theory Approach," Sustainability, MDPI, vol. 11(15), pages 1-15, July.
    20. Wei, Wei & Lu, Ying (Tracy) & Miao, Li & Cai, Liping A. & Wang, Chen-ya, 2017. "Customer-customer interactions (CCIs) at conferences: An identity approach," Tourism Management, Elsevier, vol. 59(C), pages 154-170.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:20:y:2013:i:1:p:11-19. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.