Value co-creation behaviours from customer-to-customer interactions (CCIs) in recreational social tango experiences

Dados Bibliográficos

ID11436631
AutoresConstanza Bianchi (0000-0002-9056-4699, Adolfo Ibáñez University, autor correspondente)
IdiomaEN
Referências citadas75

Drawing on customer-dominant (C-D) logic, the main objective of this study is to examine value co-creation behaviours that emerge from customer-to-customer interactions (CCIs) in recreational dance experiences. In-depth interviews were held with 15 dance participants located in Chile, who take social tango classes. The findings identify seven CCI value co-creation behaviours, such as seeking and sharing information about the service with other participants, complying with service requirements and behaving responsibly towards other participants, developing personal interactions with other participants, helping and providing feedback to other participants, and finally being tolerant of and courteous to other participants. The findings of this study advances knowledge on value co-creation and can assist recreational services and dance school managers to develop more effective service strategies for improved customer experiences

Business · Co-Creation · Customer retention · Customer satisfaction · Customer service · Dance · Political science · Public relations · Recreation · Service (business · Service quality · Sociology · Value (mathematics · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Psychology · Service and Product Innovation · Marketing