The impact of other‐customer failure on service satisfaction

By Wen-Hsien Huang. 2008

175 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0d6f112cf80d27272a1581955ca124a5d5a656de

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Jeremy S. Wolter
2. Alexis M. Allen
3. Vincent Wing Sun Tung
4. Pei Xu
5. Markus Schuckert
6. T. Bacile

In Organizational Behavior and Human Resource Management

1. Jeremy S. Wolter
2. Alexis M. Allen
3. Vincent Wing Sun Tung
4. Pei Xu
5. Po-Ju Chen
6. Markus Schuckert
7. T. Bacile

Citations in the corpus

• Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance (2017, background): “…as group tours, events or attractions where the behaviour of one customer may directly impact the experience of another given the shared environment and the co-creation of experience (Jo Bitner, Faranda, Hubbert, & Zeithaml, 1997; Huang, 2008; Podsakoff & MacKenzie, 1997; Verhoef et al., 2009).”
• The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers during Social Media Service Recovery (2018, background): “Such acts are referred to as “other-customer failures” (Huang 2008, p. 524), which in the present context may be seen as the second failure a complainant experiences after the original problem.”