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Nguyen, N. B. & Menezes, J. (2021). The thirty‑year evolution of customer‑to‑customer interaction research: a systematic literature review and research implications. Service Business. 15 (3), 391-444

N. B. Nguyen and J. C. Menezes,  "The thirty‑year evolution of customer‑to‑customer interaction research: a systematic literature review and research implications", in Service Business, vol. 15, no. 3, pp. 391-444, 2021

@article{nguyen2021_1732197910290,
	author = "Nguyen, N. B. and Menezes, J.",
	title = "The thirty‑year evolution of customer‑to‑customer interaction research: a systematic literature review and research implications",
	journal = "Service Business",
	year = "2021",
	volume = "15",
	number = "3",
	doi = "10.1007/s11628-021-00446-9",
	pages = "391-444",
	url = "https://www.springer.com/journal/11628"
}

TY  - JOUR
TI  - The thirty‑year evolution of customer‑to‑customer interaction research: a systematic literature review and research implications
T2  - Service Business
VL  - 15
IS  - 3
AU  - Nguyen, N. B.
AU  - Menezes, J.
PY  - 2021
SP  - 391-444
SN  - 1862-8516
DO  - 10.1007/s11628-021-00446-9
UR  - https://www.springer.com/journal/11628
AB  - This paper reviews the past 30 years’ worth of extant literature on customer-tocustomer
(C2C) interaction during on-site encounters. Based on a systematic literature
review of 145 empirical and conceptual articles, the advancement of the
conceptual underpinnings of C2C interaction through distinct stages and eight key
research themes are outlined. The review also identifies different types of positive
and negative value outcomes for customers and service providers generated through
C2C interactions. A typology of C2C interaction from customers’ perspective and
the corresponding organizational strategies are also proposed. The review concludes
with some managerial implications for C2C interaction-rich service contexts and
some directions for future research.
ER  -