Situational influences on the evaluation of other-customer failure

Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality

“…As most hospitality service settings represent shared territory and space for customers, other customers' behaviors or misbehaviors can significantly affect the observing customer's emotional state, which in turn will affect the observing customer's satisfaction (Huang and Wang, 2014;Wu et al, 2014;Miao, 2014;Miao et al, 2011). It is found that people still consider other customer-caused failure to be the service provider's responsibility if the failure is under the provider's volitional control (Huang, 2008), and as such, recovery and compensation actions around other customer failure are likely to affect both customer emotions and fairness perceptions, which will further influence post-recovery satisfaction (Huang, 2008;Sparks and McColl-Kennedy, 2001;Wu et al, 2014).…”

The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions

“…In addition, the Servuction model postulated by Langeard et al (1981) explicitly labeled other customers who may be present in the visible area as "Customer B". Recent empirical studies have also found that the presence and action of other customers can affect the focal customer's attitude and behavioral intention relating to the service experience (Huang and Wang, 2014;Wu et al, 2014). While there has been extensive research on the effect of service failure and recovery on the focal customer (Mattila and Cranage, 2005;Smith et al, 1999;Wirtz and Mattila, 2004), there are very few studies of how customers react to service failures and recovery strategies given to other customers (Zhang et al, 2010).…”

Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes

“…The direct effects of failure context on anger and complaint intentions in Study 2 indicate that some differences cannot be explained by blame-attribution mediation alone. These effects might be explained by social facilitation theory, which predicts that the presence of others enhances the dominant response (Huang and Wang 2014). Anger and complaint intentions as dominant reactions to a service failure thus may be enhanced by the presence of others in a GSF.…”