{"id":"https://openalex.org/W2018066192","doi":"https://doi.org/10.1108/09596111111119338","title":"Customer\u2010to\u2010customer interaction (CCI): a cross\u2010cultural perspective","display_name":"Customer\u2010to\u2010customer interaction (CCI): a cross\u2010cultural perspective","publication_year":2011,"publication_date":"2011-03-08","ids":{"openalex":"https://openalex.org/W2018066192","doi":"https://doi.org/10.1108/09596111111119338","mag":"2018066192"},"language":"en","primary_location":{"id":"doi:10.1108/09596111111119338","doi":"https://doi.org/10.1108/09596111111119338","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596111111119338","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5089818796","display_name":"Richard Nicholls","orcid":"https://orcid.org/0000-0003-1516-1280","observed_orcids":["https://orcid.org/0000-0003-1516-1280"]},"institutions":[{"id":"https://openalex.org/I12379730","display_name":"Pozna\u0144 University of Economics and Business","ror":"https://ror.org/0532c1x92","country_code":"PL","type":"education","lineage":["https://openalex.org/I12379730"]}],"countries":["PL"],"is_corresponding":true,"raw_author_name":"Richard Nicholls","raw_affiliation_strings":["Department of Services Management, Poznan University of Economics, Poznan, Poland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Services Management, Poznan University of Economics, Poznan, Poland","institution_ids":["https://openalex.org/I12379730"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5089818796"],"corresponding_institution_ids":["https://openalex.org/I12379730"],"apc_list":null,"apc_paid":null,"fwci":12.0706,"has_fulltext":false,"cited_by_count":85,"citation_normalized_percentile":{"value":0.97917804,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"23","issue":"2","first_page":"209","last_page":"223"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9761000275611877,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9761000275611877,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.010499999858438969,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.003700000001117587,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-to-customer-interaction","display_name":"customer-to-customer interaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/cross-cultural-interaction","display_name":"cross-cultural interaction","score":0.9359999895095825},{"id":"https://openalex.org/keywords/service-customers","display_name":"service customers","score":0.5270000100135803},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9359999895095825},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.9200000166893005},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.6240000128746033},{"id":"https://openalex.org/keywords/management-problems","display_name":"management problems","score":0.6679999828338623},{"id":"https://openalex.org/keywords/intercultural-communication","display_name":"intercultural communication","score":0.7229999899864197}],"concepts":[{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6805805563926697},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6053222417831421},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5344283580780029},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4710431396961212},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.4418945610523224},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.4289085865020752},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.4177590012550354},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.41423457860946655},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3309653401374817},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2664303779602051},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14963209629058838},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.13135600090026855},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.13111650943756104},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/09596111111119338","doi":"https://doi.org/10.1108/09596111111119338","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09596111111119338","pdf_url":null,"source":{"id":"https://openalex.org/S125977778","display_name":"International Journal of Contemporary Hospitality Management","issn_l":"0959-6119","issn":["0959-6119","1757-1049"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Contemporary Hospitality Management","raw_type":"journal-article"},{"id":"pmh:oai:wrap.eprints.org:2672","doi":null,"is_oa":false,"landing_page_url":"https://eprints.worc.ac.uk/2672/1/Cross-cultural%20CCI.doc","pdf_url":null,"source":{"id":"https://openalex.org/S4306400296","display_name":"Worcester Research and Publications (University of Worcester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I808010","host_organization_name":"University of Worcester","host_organization_lineage":["https://openalex.org/I808010"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W55684043","https://openalex.org/W71071304","https://openalex.org/W93022447","https://openalex.org/W1517710105","https://openalex.org/W1520336400","https://openalex.org/W1538624764","https://openalex.org/W1557459633","https://openalex.org/W1578358708","https://openalex.org/W1970383696","https://openalex.org/W1971682604","https://openalex.org/W1980197955","https://openalex.org/W1983538733","https://openalex.org/W1986510680","https://openalex.org/W1991179944","https://openalex.org/W1995201542","https://openalex.org/W1997221344","https://openalex.org/W1999625179","https://openalex.org/W2002029764","https://openalex.org/W2030828723","https://openalex.org/W2032698586","https://openalex.org/W2041767207","https://openalex.org/W2047431428","https://openalex.org/W2051629346","https://openalex.org/W2067298305","https://openalex.org/W2067718403","https://openalex.org/W2070102034","https://openalex.org/W2082516910","https://openalex.org/W2084486980","https://openalex.org/W2088728174","https://openalex.org/W2113800396","https://openalex.org/W2114626237","https://openalex.org/W2120744077","https://openalex.org/W2132479772","https://openalex.org/W2147854732","https://openalex.org/W2316966198","https://openalex.org/W2985551865","https://openalex.org/W3216582962"],"related_works":["https://openalex.org/W2085580018","https://openalex.org/W2534056154","https://openalex.org/W4391845386","https://openalex.org/W2808041388","https://openalex.org/W6991967668","https://openalex.org/W2748461877","https://openalex.org/W2527636996","https://openalex.org/W1995201542","https://openalex.org/W4412397356","https://openalex.org/W4293195172"],"abstract_inverted_index":{"Interactions":[0],"between":[1,54],"service":[2,9],"customers":[3,55],"are":[4,59,74],"increasingly":[5,40],"the":[6,39,49,78,86,96],"focus":[7],"of":[8,43,77,85,99],"management":[10],"research.":[11,119],"The":[12],"customer-to-customer":[13],"interaction":[14],"(CCI)":[15],"literature":[16],"has,":[17],"however,":[18],"focused":[19],"overwhelmingly":[20],"on":[21,64],"same-culture":[22],"interactions.":[23],"CCI":[24,101],"has":[25],"seldom":[26],"been":[27],"researched":[28],"in":[29,45],"a":[30,35,60],"cross-cultural":[31,41,100],"context.":[32],"This":[33,91],"is":[34,68],"serious":[36],"deficiency":[37],"given":[38],"nature":[42],"consumption":[44],"services":[46],"such":[47,118],"as":[48],"hospitality":[50,71],"industry.":[51],"As":[52],"interactions":[53,81],"from":[56],"different":[57],"cultures":[58],"potentially":[61],"significant":[62],"influence":[63],"customer":[65],"satisfaction,":[66],"it":[67],"important":[69],"that":[70],"industry":[72],"managers":[73],"aware":[75],"both":[76],"forms":[79],"these":[80],"may":[82],"take":[83],"and":[84,113],"possibilities":[87],"for":[88,116],"managing":[89],"them.":[90],"paper:":[92],"draws":[93],"attention":[94],"to":[95],"increasing":[97],"incidence":[98],"(CC-CCI);":[102],"outlines":[103],"some":[104,109],"CCI-related":[105],"managerial":[106],"challenges;":[107],"identifies":[108],"pertinent":[110],"research":[111],"directions;":[112],"proposes":[114],"methods":[115],"conducting":[117]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":11},{"year":2016,"cited_by_count":8},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":6},{"year":2012,"cited_by_count":5}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
