Customer-to-Customer Interactions in Hostels: A Qualitative Inquiry
- 10.2991/aebmr.k.201211.103How to use a DOI?
- Customer-to-customer interaction, customer experience, backpackers, hostel
Customer-to-customer interaction (CCI) is widely available in service enterprises and has become a key driver of brand value creation in certain enterprises; however, the research to date on these interactions is less understood. Hostels are a setting of high service encounters, in which interpersonal interaction occurs frequently, especially the interactions between customers. Through a qualitative inquiry, this study concludes that CCI is stimulated mainly by atmosphere, employees and other customers; Furthermore, CCI in hostels represents in three aspects: courtesy and help, share and exchange, and games and activities. Moreover, the effect of CCI originates from two specific areas, individual and corporate, and the influence of CCI on personal experiences is greater than those of enterprise. This study determines the differences and the uniqueness of the hostel industry’s CCI compared with other service settings.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ting Jiang AU - Jie Li AU - Feng Zhang PY - 2020 DA - 2020/12/14 TI - Customer-to-Customer Interactions in Hostels: A Qualitative Inquiry BT - Proceedings of the Fifth International Conference on Economic and Business Management (FEBM 2020) PB - Atlantis Press SP - 598 EP - 602 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.201211.103 DO - 10.2991/aebmr.k.201211.103 ID - Jiang2020 ER -