Although dyadic interactions among customers have widely been acknowledged to impact customer experience, the interdependence between customers and the service provider may form a symbiotic force that attenuates how an experience is cocreated. This study focuses on triadic interactions among casino patrons by modeling employee-to-customer (E2C) interactions as a boundary condition that may moderate the effect of customer-to-customer interactions (C2C) and customer-to-companion (Cu2Co) interaction quality on brand experience. Data were collected among patrons from 30 casino establishments using a two-step sampling approach. Findings suggest that E2C interaction moderates the relationship between customer interactions and the brand experience, such that the C2C interaction quality effect is more salient under the high E2C interaction condition. Implications for both practice and theory as well as limitations and future directions are further discussed.

尽管众所周知，客户之间的二元互动会影响客户体验，但是客户与服务提供商之间的相互依存关系可能会形成一种共生力，从而削弱了如何共同创造体验。这项研究通过将员工与客户（E2C）交互建模为边界条件来关注赌场顾客之间的三元互动，该边界条件可以缓解客户对客户交互（C2C）和客户对同伴（Cu2Co）交互质量的影响品牌体验。使用两步抽样方法从30个娱乐场场所的顾客中收集数据。研究结果表明，E2C交互可缓和客户交互与品牌体验之间的关系，从而在高E2C交互条件下C2C交互质量效果更为显着。