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

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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...

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Bibliographic Details
Main Authors:	Cai, R., Lu, L., Gursoy, Dogan
Format:	Journal Article
Published:	Pergamon 2018
Online Access:	http://hdl.handle.net/20.500.11937/69589

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