Kim, Jiyoung; Choi, Sunmee; Martin, Drew - In: Journal of Services Marketing 34 (2020) 4, pp. 459-472
Purpose: Applying social capital and the social exchange theories to customer-to-customer (C2C) interactions, this study aims to propose that interaction quality perceptions affect the customer-to-service provider’s interaction quality perceptions in a prolonged, close-proximity service...