The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective
Tourism Management 28(6): 1518-1528
Customer satisfaction has been an important topic in tourism service management. Many researchers have argued that customer-to-customer interaction may affect customers' evaluation of the service experience. Consequently, the objective of this research is to investigate the relationship between customer-to-customer interaction, customer homogeneity and customer satisfaction. This research adopted questionnaires to investigate tourists traveling to foreign areas from Taiwan.