Customer-to-Customer Interactions in Hostels: A Qualitative Inquiry

DOI

10.2991/aebmr.k.201211.103How to use a DOI?

Keywords

Customer-to-customer interaction, customer experience, backpackers, hostel

Abstract

Customer-to-customer interaction (CCI) is widely available in service enterprises and has become a key driver of brand value creation in certain enterprises; however, the research to date on these interactions is less understood. Hostels are a setting of high service encounters, in which interpersonal interaction occurs frequently, especially the interactions between customers. Through a qualitative inquiry, this study concludes that CCI is stimulated mainly by atmosphere, employees and other customers; Furthermore, CCI in hostels represents in three aspects: courtesy and help, share and exchange, and games and activities. Moreover, the effect of CCI originates from two specific areas, individual and corporate, and the influence of CCI on personal experiences is greater than those of enterprise. This study determines the differences and the uniqueness of the hostel industry’s CCI compared with other service settings.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Ting Jiang
AU  - Jie Li
AU  - Feng Zhang
PY  - 2020
DA  - 2020/12/14
TI  - Customer-to-Customer Interactions in Hostels: A Qualitative Inquiry
BT  - Proceedings of the Fifth International Conference on Economic and Business Management (FEBM 2020)
PB  - Atlantis Press
SP  - 598
EP  - 602
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201211.103
DO  - 10.2991/aebmr.k.201211.103
ID  - Jiang2020
ER  -