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Compatibility Management: Customer‐to‐Customer Relationships in Service Environments

Charles L. Martin (Assistant Professor of Marketing at The Wichita State University, where he teaches two courses in the marketing of services. )
Charles A. Pranter (Assistant Professor of Management at The Wichita State University. He teaches graduate and undergraduate courses in organization theory and organization behavior.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 March 1989

3168

Abstract

Describes how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments. Explains why service marketers and operations marketers should be aware of the impact of such customer‐to‐customer relations. Examines the issues of customer compatibility and customer behaviour, finding that the classification of compatible and incompatible behaviours is often situation‐specific. Explores how the way customers affect each other can be positively influenced.

Keywords

Citation

Martin, C.L. and Pranter, C.A. (1989), "Compatibility Management: Customer‐to‐Customer Relationships in Service Environments", Journal of Services Marketing, Vol. 3 No. 3, pp. 5-15. https://doi.org/10.1108/EUM0000000002488

Publisher

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MCB UP Ltd

Copyright © 1989, MCB UP Limited

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