Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective
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...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Pergamon
2018
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| Online Access: | http://hdl.handle.net/20.500.11937/69589 |