IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01822880.html
   My bibliography  Save this paper

The roles of co-clients and their influence on overall satisfaction during the service experience

Author

Listed:
  • Christèle Camelis

    (IAE La Réunion - Institut d'Administration des Entreprises - La Réunion - UR - Université de La Réunion)

  • Florence Dano

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

  • Kiane Goudarzi

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

  • Viviane Hamon

    (AUTRES)

  • Sylvie Llosa

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

Abstract

The objective of this article is to show how co-clients – clients interacting with the customer during the service experience but unknown before it– impact customer satisfaction with service delivery. This exploratory research is based on a mix of qualitative methods in the context of rail transport and fitness classes. It identifies six roles that have an impact on satisfaction and four mechanisms by which these roles influence satisfaction. Co-clients give information about the forthcoming service, set the standards for social rules, provide a standard for comparison, distract, perturb and help to participate. Through these roles, other customers impact satisfaction by modifying customer expectations and perceived service performance, as well as perceived service equity. The authors propose situational variables that moderate this relationship.

Suggested Citation

  • 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.
    • Handle: RePEc:hal:journl:hal-01822880
    DOI: 10.1177/2051570713478342
    Note: View the original document on HAL open archive server: https://amu.hal.science/hal-01822880
    as

    Download full text from publisher

    File URL: https://amu.hal.science/hal-01822880/document
    Download Restriction: no
    File URL: https://libkey.io/10.1177/2051570713478342?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
    ---><---

    References listed on IDEAS

    as
    1. Stéphane Debenedetti, 2003. "L'expérience de visite des lieux de loisir : le rôle central des compagnons," Post-Print halshs-00169484, HAL.
    2. Oliver, Richard L & Swan, John E, 1989. "Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 372-383, December.
    3. Pierre Eiglier & J. Barraux & Christèle Camelis & Florence Dano & Kiane Goudarzi & M. Guérin & Sylvie Llosa, 2010. "La logique services: marketing et stratégies," Post-Print hal-01243464, HAL.
    4. 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.
    5. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
    6. Sophie Rieunier & B. Dauce, 2002. "Le «Marketing sensoriel du point de vente»," Post-Print halshs-00071154, HAL.
    7. 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.
    8. Paul Valentin Ngobo, 2000. "Satisfaction des clients et part de marché de l'entreprise : Un réexamen au regard de récentes avancées théoriques," Post-Print hal-02018573, HAL.
    9. Stéphane Debenedetti, 2003. "L'expérience de visite des lieux de loisirs : Le rôle central des compagnons," Post-Print hal-02022827, HAL.
    10. H. Gierl & S. Stumpp, 1999. "L'influence des convictions de contrôle et des attitudes globales sur le comportement écologique du consommateur," Post-Print hal-02018469, HAL.
    11. repec:dau:papers:123456789/1443 is not listed on IDEAS
    12. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
    13. 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.
    14. Hui, Michael K & Bateson, John E G, 1991. "Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 174-184, September.
    15. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    16. Sophie Rieunier, 2002. "Marketing sensoriel du point de vente," Post-Print halshs-00076600, HAL.
    17. Sophie Rieunier, 2002. "Pourquoi investir dans le «Marketing sensoriel du point de vente» ?," Post-Print halshs-00076630, HAL.
    18. Kiane Goudarzi & Pierre Eiglier, 2006. "La socialisation organisationnelle du client dans les entreprises de service: concept et dimensions," Post-Print hal-02023878, HAL.
    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. Lubart, Allan & Capelli, Sonia, 2024. "Gamification of the point of sale using hybrid-reality games: Non-players' negative influence on players' service experience," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
    2. Nguyen, Stephanie & Didi Alaoui, Mohamed & Llosa, Sylvie, 2020. "When interchangeability between providers and users makes a difference: The mediating role of social proximity in collaborative services," Journal of Business Research, Elsevier, vol. 121(C), pages 506-515.

    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. Komppula, Raija & Ilves, Riikka & Airey, David, 2016. "Social holidays as a tourist experience in Finland," Tourism Management, Elsevier, vol. 52(C), pages 521-532.
    2. Christèle Camelis & Sylvie Llosa, 2011. "Integration of experience in service brand image management [Intégrer l'expérience dans la gestion de l'image de la marque de service]," Post-Print halshs-01785706, HAL.
    3. Pagani, Margherita & Racat, Margot & Hofacker, Charles F., 2019. "Adding Voice to the Omnichannel and How that Affects Brand Trust," Journal of Interactive Marketing, Elsevier, vol. 48(C), pages 89-105.
    4. Jahn, Steffen & Cornwell, T. Bettina & Drengner, Jan & Gaus, Hansjoerg, 2018. "Temporary communitas and willingness to return to events," Journal of Business Research, Elsevier, vol. 92(C), pages 329-338.
    5. Jamel Khenfer & Caroline Cuny, 2021. "How to project action through the sound of brand names?," Post-Print hal-03189336, HAL.
    6. Andréa Gourmelen & Jeanne Lallement, 2016. "Proposition d’une typologie d’acheteurs alimentaires selon leur rapport au temps et à la technologie," Post-Print hal-01488473, HAL.
    7. Yves Cinotti, 2015. "From hospitality to experience : comparison between tourist experience in guest houses and hotels [De l’hospitalité à l’expérience : vécus comparés des touristes dans les maisons d’hôtes et les hôt," Post-Print hal-01286523, HAL.
    8. Luck, Michael & Benkenstein, Martin, 2015. "Consumers between supermarket shelves: The influence of inter-personal distance on consumer behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 104-114.
    9. Valérie-Inès de La Ville, 2009. "The child in the High Street store: elements to put things into perspective… [L’enfant dans l’espace commercial : éléments pour une mise en perspective]," Post-Print hal-01844025, HAL.
    10. Jamel Khenfer & Caroline Cuny, 2021. "Comment communiquer l'action par la sonorité des noms de marques ?," Post-Print hal-03189334, HAL.
    11. 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.
    12. Christèle Camelis & Sylvie Llosa & Cécile Maunier, 2015. "Gestion de la satisfaction et de l’insatisfaction des touristes : les apports du modèle Tétraclasse," Post-Print hal-01243401, HAL.
    13. 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.
    14. Jamel Khenfer & Caroline Cuny, 2021. "Comment communiquer l'action par la sonorité des noms de marques ?," Grenoble Ecole de Management (Post-Print) hal-03189334, HAL.
    15. Jang, SooCheong (Shawn) & Namkung, Young, 2009. "Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants," Journal of Business Research, Elsevier, vol. 62(4), pages 451-460, April.
    16. Jean-François Lemoine, 2003. "Vers une approche globale de l'atmosphère du point de vente," Post-Print hal-04029854, HAL.
    17. Klaus-Peter Wiedmann & Franziska Labenz & Janina Haase & Nadine Hennigs, 2018. "The power of experiential marketing: exploring the causal relationships among multisensory marketing, brand experience, customer perceived value and brand strength," Journal of Brand Management, Palgrave Macmillan, vol. 25(2), pages 101-118, March.
    18. Jamel Khenfer & Caroline Cuny, 2021. "How to project action through the sound of brand names?," Grenoble Ecole de Management (Post-Print) hal-03189336, HAL.
    19. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    20. Habib Alipour & Shahrzad Amelshahbaz & Farzad Safaeimanesh & Bahman Peyravi & Alireza Salavati, 2021. "The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance," Sustainability, MDPI, vol. 13(2), pages 1-18, January.

    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:hal:journl:hal-01822880. 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: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    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.