Managing customer-to-customer interaction (CCI) – insights from the frontline
Purpose: The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into customer-to-customer interaction (CCI) and its management in service organisations. Design/methodology/approach: This exploratory study used focus groups and semi-structured in-depth...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Group Holdings Ltd.
2019
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| Subjects: | |
| Online Access: | View Fulltext in Publisher |