AMTP Proceedings 2025

Document Type

Conference Proceeding

Publication Date

Spring 2025

Abstract

This research offers a fresh perspective to the current debate on what drives customers to help other customers within service settings. The study surveyed 236 customers who previously received help from another customer when they used a food delivery app. Overall, perceived similarity and trust in the customer helper seemed of less importance in the model. Customers’ emotions take precedence over trust in social exchange behaviours within informal social networks and when assistance is provided in low-involvement situations. Additionally, comfort is mainly influenced by the interaction competence of the customer providing help. Hence, it suggested that service scholars should pay more attention to the interaction competence of the customer helper and provide novel insight into what factors may influence their competence levels.

Copyright

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DOI

10.20429/amtp.2025.03

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