Dysfunctional Behavior of Some Customers and the Impact on the Service Experience of Others

The negative effect of customer interaction on service satisfaction has been noted in the literature (e.g., Grove and Fisk, 1997; Langeard et al., 1981). However, a full understanding of this linkage from the viewpoint of service delivery is limited. This study therefore included several key factors such as controllability and stability attributions, a firm’s responsibility, failure severity, recovery expectation, perceived employee effort, and level of remedy into the other customer failure model. The main goal of this study was to discover the impacts of these process factors on customer satisfaction when other customer failure (i.e., any action by another customer that has a negative impact on one’s service experience) occurs.


Wen-Hsien Huang and Liang Kuai (2007) ,"Dysfunctional Behavior of Some Customers and the Impact on the Service Experience of Others", in E - European Advances in Consumer Research Volume 8, eds. Stefania Borghini, Mary Ann McGrath, and Cele Otnes, Duluth, MN : Association for Consumer Research, Pages: 247-248.


Wen-Hsien Huang, Soochow University
Liang Kuai, National Chao-Tung University


E - European Advances in Consumer Research Volume 8 | 2007

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