Other consumers in service encounters: A script theoretical perspective |
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Authors: | Li Miao Anna S. Mattila Dan Mount |
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Affiliation: | 1. Purdue University, Stone Hall, Room B1-D, 700 West State Street, West Lafayette, IN 47907-2059, United States;2. Pennsylvania State University, 224 Mateer Building, University Park, PA 16802, United States;3. Pennsylvania State University, 227 Mateer Building, University Park, PA 16802, United States |
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Abstract: | Hospitality service consumptions often involve sharing the service environment with other consumers. Drawing upon the Script Theory, this research provides a theoretical perspective of consumer responses to behaviors of other consumers in service encounters. The results from an experimental study provide strong support for the dual-mode consumer responses (felt emotions and displayed emotions) and for the moderating effect of psychological closeness on consumer responses. Managerial implications for training, service management and service design in hospitality businesses are also discussed. |
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Keywords: | Service encounters Other consumers Script Consumer responses |
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