Customers as fellows: analyzing customer citizenship behavior in services marketing
Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main p...
| Main Author: | |
|---|---|
| Other Authors: | |
| Language: | English |
| Published: |
Universidade de São Paulo
2018
|
| Subjects: | |
| Online Access: | http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/ |