Moreover, due to technological advances and increased interactivity between firms and customers (Yadav and Varadarajan, 2005), individual customers expect companies to increasingly customize products and services to meet their specific demands.
Scholars thus argue that an interaction orientation can enable businesses to refine their knowledge about customer tastes and preferences (Srinivasan et al., 2002). In addition,Urban (2004) proposed that an interaction orientation can improve customer satisfaction, strengthening repurchase behavior and leading customers to become a firm’s trusted advocates. Consequently, the effective and efficient management of such interactions and the interfaces at which these occur are increasingly being recognized as sources of lasting competitive advantage (Rayport and Jaworski, 2005).