... community influences customers’ service experiences. Drawing on social network theory, this study aims to examine how social dynamics within GLS communities shape customers’ perceived emotional support and service evaluations, including electronic word-of-mouth and actual virtual gifting behaviors...

... Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Service ecosystems Transformative service research Service co-creation Social identity Health care Referral Leakage Service management Health services Social networking Engaging patients more in their own...

... moderates the effect of C2C interactions on the service experience (Wu, 2008). Why would strangers provide support to each other in a hospital setting? Social capital theory helps explain why C2C interactions occur in service settings. The basic premise is social networks create value. Social...

... 03 2018 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only E-commerce Social marketing Engagement Electronic word of mouth eWOM Social networking Consumers, at present, have the tendency to exchange their sentiments and encounters...