الفهرس 
Title: Examining the perceptions of the observing customer towards service recovery incident of another customer
AbstractOnly 14 pages are availabe for public view
 |  | from | 191 |  |  |
| | | from | 191 | | |
Abstract
Purpose {u2013} This study examines customers{u2019} reactions, including customer desire for revenge, revisit intention and social and emotional support, to service failure happening to adjacent customer and how the service recovery approach to this incident may mitigate these responses. It also examines psychological mechanisms (i.e. attribution of failure and jealousy) that may mediate the influence of these incidents on customers{u2019} responses. Design/methodology/approach {u2013} Two studies were conducted to test the conceptual framework.They follow 2 x 2 between-subjects factorial experimental design using written scenarios. The scenarios described an observing customer witnessing a service failure (study one) and recovery (study two) happening to adjacent customer in a restaurant setting, 182 and 111 restaurant customers were randomly assigned to experimental conditions in study one and two respectively. Respondents were recruited from Amazon Mechanical Turk (Amazon Mturk) who are resident in USA. The data was collected by the means of online survey and analysed by the means of MANCOVA, Smart PLS and PROCESS-Hayes