中文摘要：

本文调查对顾客产生负面影响的其他顾客的不当行为的关键事件，探寻顾客对其他顾客的不当行为引发服务失败的责任归属判断和归属性归因。在现有研究基础上，本文采用关键事件法对大学生样本进行了问卷调查。研究结果表明，其他顾客的不当行为包括干扰顾客、伤害员工和破坏环境三类行为，干扰顾客的行为所占比例最大，顾客的满意度最低：顾客不仅将其他顾客的不当行为引发服务失败的责任归于其他顾客，还会归于服务商，或认为是二者共同的责任；顾客认为其他顾客的不当行为引发服务失败的归属性归因包括其他顾客的原因（社会规范意识弱、自我约束力差和不顾及他人感受）和服务商的原因（事前的防范和事后的干预）。

英文摘要：

This paper investigates critical incidents of other-customer misbehavior that have negative impact on customers, and explores the ,judgment of responsibility and locus of causality of service failure caused by other-customer misbehavior. Based on existing researches, the authors collect questionnaires based on critical incident technique from undergraduate students. The results show that other-customer misbehavior concludes behaviors that interfering customers, harming employees and damaging the environment. The proportion of interfering customers is the largest with the lowest customer satisfaction. Customers judge the responsibility of the service failure caused by other-customer misbehavior not only to the actors, but also to the service providers, or to both of them. Locus of causality consists of factors of the other customers （ weak awareness of social norms, short of self-restraint, and oblivious of the feelings of others ） and the service corporations （ prevention and intervention ）