TY  - JOUR
AB  - Purpose The purpose of this paper is threefold. First, the authors investigate the influence of other customer perception (OCP) on focal customer’s service quality perception and service revisit intention in hotel services. Second, they examine whether negative effects of OCP can be managed through customer participation. Finally, they examine the effectiveness of CP as a strategy when individuals vary in terms of their need for uniqueness (NFU).Design/methodology/approach A 2 (OCP: favorable versus unfavorable) × 2 (customer participation: customer participation versus no customer participation) × 2 (NFU: high versus low) between-subjects experiment was conducted to collect responses. Analysis of variance and pre-planned contrast tests were carried out to test the hypotheses.Findings Customers who are exposed to unfavorable OCP reported low service quality evaluation and revisit intention. However, two-way interaction results supported that in unfavorable OCP situation, customers who are exposed to high customer participation have reported high revisit intention compared to those who are not exposed to customer participation. In addition, the three-way interaction effects indicate that customer participation may work as an intervention mechanism to reduce the negative effects of OCP to form favorable service quality perception and revisit intention only for customers with low NFU.Originality/value This is the first in its stream of studies examining the following research questions: “Can the negative effects of OCP be mitigated with the help of managerial intervention?”; and “Would a customer’s individual differences influence the effectiveness of such an intervention strategy?”
VL  - 11
IS  - 2
SN  - 1750-6182
DO  - 10.1108/IJCTHR-08-2015-0090
UR  - https://doi.org/10.1108/IJCTHR-08-2015-0090
AU  - Sarkar Sengupta Aditi
AU  - Pillai Sreejesh S.
PY  - 2017
Y1  - 2017/01/01
TI  - Impact of other customers on service quality evaluation and revisit intention in hospitality services
T2  - International Journal of Culture, Tourism and Hospitality Research
PB  - Emerald Publishing Limited
SP  - 182
EP  - 192
Y2  - 2024/05/09
ER  -