From a literature review to a conceptual framework for customer-to-customer value co-creation

Abstract

Albeit customer-to-customer interaction (CCI) is something inevitable in a socially dense interaction-rich service setup, there has not been any review in this area of literature. However, a considerable amount of extant research has highlighted the importance of inter-customer encounters during a service encounter. Customer-to-customer value co-creation during collective consumption is gaining relevance in the field of contemporary services marketing research. This review deals with searching articles through the Scopus database and systematically reviewing 115 articles related to customer-to-customer value co-creation and CCI. While highlighting their contribution to the services marketing literature and various theories, methodologies followed by the authors, it paves the way for developing the proposed conceptual framework for the process of customer-to-customer value co-creation. This way, the article adds up to the extant multi-approach research area revolving around customer-to-customer interactions/relationships, customer engagement, and value co-creation among the customers during a service encounter. The study recommends practitioners analyze and monitor the aspects proposed through a practical implication.