Finsterwalder, J.Kuppelwieser, V.G.Tuzovic, S.2010-08-312010-08-312010Finsterwalder, J., Kuppelwieser, V.G., Tuzovic, S. (2010) Empirical Evidence of Service Quality in Group Encounters. Pointes Aux Piments, Mauritius: International Research Symposium in Service Management – Service Imperatives in the New Economy, 24-27 Aug 2010.http://hdl.handle.net/10092/4406In this paper we empirically test a service quality model designed for a customer group experience. Drawing on a sample of 235 customers who have experienced a group service encounter we show how a customer’s individual effort as well as the contribution of the other group members (“other customers”), can influence perceived service quality.encustomer groupsco-creationcontributionservice encounterservice qualityConference Contributions - OtherField of Research::15 - Commerce, Management, Tourism and Services::1505 - Marketing::150503 - Marketing Management (incl. Strategy and Customer Relations)