The Contagion Effects of Other-Customer Misbehavior in the Servicescape: the Perspective of Social Learning
This study examines the effects of rules and other-customer misbehavior on futuristic customer misbehavior from the perspective of social learning. An experimental design was used to validate hypotheses. The results indicated that current other-customer misbehavior influences futuristic customer misbehavior. Service firms can set rules to prohibit such misbehaviors.
Timmy H. Tseng (2015) ,"The Contagion Effects of Other-Customer Misbehavior in the Servicescape: the Perspective of Social Learning", in AP - Asia-Pacific Advances in Consumer Research Volume 11, eds. Echo Wen Wan, Meng Zhang, and , Duluth, MN : Association for Consumer Research, Pages: 332-332.
Timmy H. Tseng, Department of Business Administration, National Chengchi University, Taiwan
AP - Asia-Pacific Advances in Consumer Research Volume 11 | 2015
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