How Other Customers Influence Customer Satisfaction During the Service Delivery

Abstract

Any service experience may be analysed in terms of a system (Langeard, et al., 1981). In its widest sense, servuction – the process of delivering a service - is the result of a system of interaction between the customer, the physical environment, the contact staff, the internal organisation system and the other customers present at the place of service (Eiglier and Langeard, 1987; Lovelock, et al., 2008; Eiglier, et al., 2010). The satisfaction of a service experience depends on these elements, the way they interconnect and their sequence in time (Eiglier and Langeard, 1987).