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Exploring similarity in personality for patients’ roommate matching

  • Louisa LutherEmail author
  • Martin Benkenstein
Chapter
Part of the Fokus Dienstleistungsmarketing book series (FDM)

Zusammenfassung

Due to competitive constraints, service firms aim to create positive experiences for customers. Scholars demonstrate that focal customers are influenced by other, unfamiliar customers present at the time of service creation (e.g. Brack & Benkenstein 2012; 2014; Martin 1996). Taking other customers’ influence into account serves as background of the customer-to-customer (C2C) interaction field of research (Miao 2014; Verhoef et al. 2009). Especially for credence goods like hospital services interactions determine service experience (Miranda et al. 2012).

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© Springer Fachmedien Wiesbaden GmbH 2017

Authors and Affiliations

  1. 1.RostockDeutschland

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