Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective

Volume: 69, Pages: 330 - 344
Published: Dec 1, 2018
Abstract
null null Drawing upon the appraisal theory, this study proposes and tests a conceptual model to delineate customers’ evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants). Using a scenario-based online experiment, two sets of data were collected from U.S. customers and analyzed by a series of regression analyses. Findings suggest that customers go through a systematic...
Paper Details
Title
Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective
Published Date
Dec 1, 2018
Volume
69
Pages
330 - 344
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