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The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into customer-to-customer interaction (CCI) and its management in service organisations.

This exploratory study used focus groups and semi-structured in-depth interviews with FLEs to investigate their experiences and reflections in dealing with CCI in a complex service setting in the UK.

FLEs are able to recall CCI encounters, both positive (PCCI) and negative (NCCI), with ease. They are capable of conceptualising and exploring complex nuances surrounding CCI encounters. FLEs can distinguish levels of seriousness of negative CCI and variations in customer sensitivity to CCI. FLEs vary in their comfort in intervening in negative CCI situations. Whilst FLEs draw on skills imparted in an employee-customer interaction context, they would benefit from CCI-specific training. Propositions are advanced for further empirical testing.

The authors studied FLE views on CCI in a customer-centric service organisation in the UK. Future research should further address the FLE perspective on CCI in less service-driven organisations and in other countries. A wide range of themes for further research are proposed.

The insights presented will assist service managers to assess the CCI context of their own organisation and develop strategies and guidelines to support FLEs in detecting, understanding and responding to CCI encounters.

The paper highlights and discusses the complexity of intervening in negative CCI encounters in socially inclusive service environments.

Based on FLE-derived perceptions of CCI, the paper contributes conceptually to CCI knowledge by identifying the existence of “concealed CCI”, distinguishing between gradual and sudden CCI intervention contexts and exploring the human resource development consequences of this distinction, with original implications for service management. The study also contributes to extending the scope of research into triadic service interactions.

This study aims to provide service managers and researchers with a deeper understanding of the direct on-site interactions taking place between customers.

Using the Critical Incident Technique (CIT), 284 incidents are analysed to develop a typology of how service customers experience direct on-site CCI.

The research reveals a wide range of CCI. A typology consisting of nine distinct categories of CCI emerged: (1) shared use space, (2) assigned space and possessions, (3) information provision, (4) assistance, (5) social conversations, (6) disrespectful attitude, (7) queuing discipline, (8) transaction efficiency and (9) undesired customers and ‘camouflaged customers’. These categories can accommodate a multitude of customer behaviours that impact, negatively or positively, on the service experience of other customers.

Future studies could be conducted following a more inclusive research design capable of gaining CCI insights from employees and managers.

Practitioners can use the typology to systematically identify the full range of specific CCI behaviours affecting their businesses. It also assists them in the analysis and understanding of individual C2C (customer-to-customer) interactions. For academics the typology makes available a comprehensive framework to guide future research into CCI.

The study constitutes the first systematic attempt to classify direct on-site CCI across a wide range of services. The typology, unrestricted by any single-industry bias, is robust and conceptually broad, and therefore highly portable across service industries.

This paper aims to identify new directions for research into customer‐to‐customer interaction (CCI). It also aims to examine thematically the main achievements of two decades of CCI research.

Consultations both with CCI experts and with experts from a selection of management fields were undertaken. A selective literature review, based on an extensive search of the CCI literature, was conducted.

A large number of opportunities for future investigation are identified. A significant quantity of CCI literature is revealed. CCI is shown to be conceptually quite complex. Convincing evidence supports the claim that CCI has now joined the mainstream of services marketing.

For service management researchers, a number of service management topics, such as service recovery, SST, e‐service, and ergonomics, are shown to have CCI‐related aspects worthy of research attention. For service managers, the emphasis on showing the relevance of CCI, and the possibilities for influencing CCI, should encourage them to incorporate CCI considerations into their strategic and operational plans.

The wide‐ranging proposals for future research into CCI will undoubtedly stimulate investigation of many new avenues of CCI. Service management researchers are provided with a concise, thematic guide to the most influential CCI literature; the article contributes to the service‐dominant logic literature by broadening the discussion of the customer as an operant resource.

Studies of the city traditionally posit a division between a city’s economy and its culture, with culture subordinate in explanatory power to “work.” However, post-industrial and globalizing trends are dramatically elevating the importance of culture. Cultural activities are increasingly crucial to urban economic vitality. Models to explain the growth of cities from the era of industrial manufacturing are outmoded. Loss of heavy industry impacts the dynamics of urban growth, increasing the relative importance of the city both as a space of consumption and as a site for “production” which is distinctly symbolic/expressive. Some have seen globalization, the wired city, and electronic communication as destroying cities as proximity should decline in importance. This may be correct for some production concerns, but this in turn raises questions about consumption versus production decisions affecting urban growth and dynamics. Even in a former industrial power like Chicago, the number one industry has become entertainment, which city officials define to include tourism, conventions, restaurants, hotels, and related economic activities. Citizens in the postindustrial city increasingly make “quality of life” demands, treating their own urban location as if tourists, emphasizing aesthetic concerns. These practices impact considerations about the proper nature of amenities that post-industrial cities can sustain. The city increasingly becomes an Entertainment Machine, leveraging culture to enhance its economic well being. The entertainment components of cities are actively and strategically produced through political and economic processes. Entertainment becomes the work of many urban participants. We elaborate this theme in general and illustrate its force with case study materials from Chicago and a national study of U.S. mayors in cities over 25,000 in population.

This study aims to explore the relevance of customer age differences (CADs) in the context of customer-to-customer interaction (CCI) within various service domains. It provides a thematic framework for understanding CAD-related CCI and critically identifies new directions for research into CAD-related CCI.

Using a narrative literature review approach, different perspectives in the literature on age differences and CCI are analysed towards highlighting and emphasising valuable new themes.

Three coherent domains: the desire for social contact; fellow customer behaviour; and social identity issues are identified to interconnect a fragmented diversity of literature. Many themes for future research directions in the study of CAD-related CCI are identified.

Whilst a wide selection of literature sources are critically reviewed, the fragmented nature of the literature on age differences and CCI prevents the review covering all publications.

The paper provides service marketing managers and scholars with strategic CCI insights into better serving a diverse age range of customers. These insights will undoubtedly stimulate timely investigation of new avenues to enhance service customer compatibility and satisfaction in increasingly age-diverse societies.

This paper provides the first overview of a wide range of strategic considerations aimed at explaining the impact of CADs on CCI in service environments. Essentially, the paper elaborates opportunities and challenges in CAD-related CCI as critical themes for further investigations.

We all do it. We label persons or groups as chic, funky, chauvinist, cool, Uncle Tom, nerdy, liberated, Baby Boomers, and more. Political and religious leaders similarly make moral statements, for instance by applying Biblical characters’ names to contemporaries like Bill Clinton or Saddam Hussein – as Satanical or a Good Samaritan. Muslims analogously invoke the Koran.

Harvey Nichols, one of London's major department stores, has embarked on a programme that will eliminate paper from their information system, and make data available to all levels of management through the use of Viewdata television.

The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural CCI.

The paper analyses consultations both with CCI experts and cross‐cultural management experts.

Cross‐cultural customer‐to‐customer interaction (CC‐CCI) is shown to have received very little research attention. The relevance of CCI to hospitality management is highlighted and opportunities for future investigations are identified. CC‐CCI is shown to be conceptually quite complex.

For hospitality management practitioners and researchers, a variety of perspectives on how CC‐CCI can influence the customer experience are provided. Service managers are provided with a new dimension to incorporate into their strategic and operational plans for managing CCI in an increasingly globalised environment.

The article contributes towards developing a scientific approach towards understanding a phenomenon which is a widespread feature of social life. It also provides a fresh focus for cross‐cultural research.

The paper addresses an important and original issue in hospitality management. Many illustrations of the new concept are provided and directions and methods for conducting research into CC‐CCI are put forward. The article also contributes to the hospitality management literature by broadening the discussion of the customer as an operant resource.

The service industries of Eastern Europe were subjected to serious neglect during the Socialist period, some of them more than others. Provides various reasons for this (ideological, pragmatic, technical and inertial). Stresses both the quantitative and the qualitative dimensions of the neglect. The Marxists had negative attitudes towards many services. Moreover, central planning procedures were incompatible with a high regard for service quality. Gives reasons why the informal service economy was a poor substitute for an open‐market structure. Details the major obstacles still facing the service industries of Eastern Europe today. They are mainly qualitative in nature and include, most noticeably, the lack of a customer‐driven culture. Uses this analysis of past and present in Eastern Europe to suggest strategies for future direction and development. Discusses the potential for educational initiatives and implantation of Western systems and provides a checklist of advice and precautions for service organizations considering expanding into Eastern Europe.