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• W2012732963 abstract "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." @default.
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• W2012732963 date "2011-12-01" @default.
• W2012732963 modified "2023-10-14" @default.
• W2012732963 title "Other consumers in service encounters: A script theoretical perspective" @default.
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• W2012732963 doi "https://doi.org/10.1016/j.ijhm.2011.01.012" @default.
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