ABSTRACT

This study investigates the impact of customer-to-customer interaction (CCI) related risks on the value perceptions of yacht voyagers. The present study also addresses the interplay with perceived value and other service outcomes, i.e., trust and loyalty. Data were collected from 359 voyagers and the model was tested via structural equation modeling. The results reveal that service-related and psychosocial risk dimensions are negatively associated with perceived value and CCI significantly influences other risk dimensions. Perceived value influences both trust and loyalty and trust has a significant impact on loyalty. The findings demonstrate the importance of CCI risks for high interaction services.

摘要

本研究调查了客户对客户互动 (CCI) 相关风险对游艇航行者价值认知的影响。本研究还涉及感知价值和其他服务结果（即信任和忠诚度）之间的相互作用。从 359 名航海者那里收集了数据，并通过结构方程模型对模型进行了测试。结果表明，服务相关和社会心理风险维度与感知价值呈负相关，而 CCI 显着影响其他风险维度。感知价值影响信任和忠诚度，信任对忠诚度有显着影响。调查结果证明了 CCI 风险对高交互服务的重要性。