中文摘要：

近年来，其他顾客对顾客服务体验的影响受到越来越多的重视，但现有研究主要关注的是其他顾客的负面效应，而对其他顾客的正面效应研究比较缺乏。本文引入人际吸引理论，以散客拼团旅游为研究背景，研究了服务共享中其他顾客促进顾客服务体验的方式和机制。研究发现，其他顾客的三个人际吸引特征（相似性、外表吸引力和适当的行为）对顾客互动质量及服务体验有显著的正向影响。本文还讨论了研究结论对服务体验管理和顾客组合管理的相关启示。

英文摘要：

In recent years, the effect of other customers on service experience has received much more attention, but extant research are mainly focusing on the negative effect of other customers, and lack in research of the positive effect of other customers. Based on the research of individual group-pooling tourist, this paper introduced interpersonal attraction theory, and focused on the way and mechanism of how other customers promote the customer＇s service experience in shared service settings. The study found that three features of interpersonal attraction （similarity, appearance attractiveness and suitable behavior）have a significant positive influence on quality of C2C interaction and service experience. This paper also discussed some relevant implication to service experience management and customer portfolio management.