Other consumers in service encounters: A script theoretical perspective

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71 Scopus citations


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.

Original languageEnglish (US)
Pages (from-to)933-941
Number of pages9
JournalInternational Journal of Hospitality Management
Issue number4
StatePublished - Dec 2011

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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