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Customer to customer

About: Customer to customer is a(n) research topic. Over the lifetime, 12535 publication(s) have been published within this topic receiving 448776 citation(s). The topic is also known as: C2C & customer to customer. more


Journal ArticleDOI: 10.1007/BF02894350
Robert B. Woodruff1Institutions (1)
Abstract: Driven by more demanding customers, global competition, and slow-growth economies and industries, many organizations search for new ways to achieve and retain a competitive advantage. Past attempts have largely looked internally within the organization for improvement, such as reflected by quality management, reengineering, downsizing, and restructuring. The next major source for competitive advantage likely will come from more outward orientation toward customers, as indicated by the many calls for organizations to compete on superior customer value delivery. Although the reasons for these calls are sound, what are the implications for managing organizations in the next decade and beyond? This article addresses this question. It presents frameworks for thinking about customer value, customer value learning, and the related skills that managers will need to create and implement superior customer value strategies. more

Topics: Customer retention (69%), Customer advocacy (65%), Customer to customer (65%) more

4,280 Citations

Journal ArticleDOI: 10.1007/S11747-007-0070-0
Adrian Payne1, Kaj Storbacka2, Pennie Frow3Institutions (3)
Abstract: Central to service-dominant (S-D) logic is the proposition that the customer becomes a co-creator of value. This emphasizes the development of customer–supplier relationships through interaction and dialog. However, research to date suggests relatively little is known about how customers engage in the co-creation of value. In this article, the authors: explore the nature of value co-creation in the context of S-D logic; develop a conceptual framework for understanding and managing value co-creation; and utilize field-based research to illustrate practical application of the framework. This process-based framework provides a structure for customer involvement that takes account of key foundational propositions of S-D logic and places the customer explicitly at the same level of importance as the company as co-creators of value. Synthesis of diverse concepts from research on services, customer value and relationship marketing into a new process-based framework for co-creation provide new insights into managing the process of value co-creation. more

Topics: Value proposition (68%), Business value (68%), Customer retention (65%) more

2,828 Citations

Open accessJournal ArticleDOI: 10.1509/JMKG.
Abstract: Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs. The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers. more

Topics: Customer retention (62%), Customer advocacy (62%), Customer to customer (61%) more

2,544 Citations

Journal ArticleDOI: 10.1509/JMKG.
Abstract: A brand community from a customer-experiential perspective is a fabric of relationships in which the customer is situated. Crucial relationships include those between the customer and the brand, between the customer and the firm, between the customer and the product in use, and among fellow customers. The authors delve ethnographically into a brand community and test key findings through quantitative methods. Conceptually, the study reveals insights that differ from prior research in four important ways: First, it expands the definition of a brand community to entities and relationships neglected by previous research. Second, it treats vital characteristics of brand communities, such as geotemporal concentrations and the richness of social context, as dynamic rather than static phenomena. Third, it demonstrates that marketers can strengthen brand communities by facilitating shared customer experiences in ways that alter those dynamic characteristics. Fourth, it yields a new and richer conceptuali... more

Topics: Brand management (72%), Brand community (71%), Brand awareness (67%) more

2,372 Citations

Journal ArticleDOI: 10.1016/0022-4359(93)90003-2
Roland T. Rust1, Anthony J. Zahorik1Institutions (1)
Abstract: We provide a mathematical framework for assessing the value of customer satisfaction. The framework enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular customer satisfaction elements. This makes it possible to hold customer satisfaction programs accountable, in the way that other business programs are held accountable, by forcing them to demonstrate their benefits with respect to bottom-line profitability. We use an individual-level model of loyalty and retention, and then build up to market share by aggregation. We demonstrate the application of our approach in a pilot study of a city's retail banking market. more

Topics: Customer retention (76%), Customer delight (74%), Customer satisfaction (73%) more

2,189 Citations

No. of papers in the topic in previous years

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Topic's top 5 most impactful authors

Bo Edvardsson

22 papers, 2.1K citations

Peter C. Verhoef

20 papers, 8K citations

Vikas Kumar

19 papers, 3K citations

Jay S. Walker

15 papers, 1.4K citations

Christian Homburg

14 papers, 3K citations

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