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| Author: | Grove, S. J. Fisk, R. P. |
| Title: | The Impact of Other Customers on Service Experiences: A Critical Incident Examination of "Getting Along" |
| Journal: | Journal of Retailing
1997 : Vol. 73:1, p. 63-85 |
| Index terms: | SERVICE CUSTOMERS SHOPPING |
| Language: | eng |
| Abstract: | Service encounters often occur in the presence of multiple customers who share the servicescape with each another. This study was conducted to ascertain the positive and/or negative effects that other customers may have upon one's service experience. Using the critical incident technique, data were gathered from 486 customers regarding satisfying or dissatisfying episodes with service organizations that were the result of other customer's presence. Analysis of the data revealed specific categories of other customers' influence, which are described and examined across various respondent characteristics. Implications for those who manage organizations that provide service to multiple customers simultaneously are posited. |
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