Sarkar Sengupta, Aditi; Pillai, Sreejesh S. - In: International Journal of Culture, Tourism and … 11 (2017) 2, pp. 182-192
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...