中文摘要：

本文研究群体服务问题下顾客抱怨行为及产生机制，比较与单独情境下的差异。运用关键事件法进行分类研究发现，（1）群体服务问题后，顾客呈现接受、抱怨、对抗、索赔及惩罚等行为；（2）与单独情境相比，顾客受到群体压力、产生搭便车或安慰心理，弱化抱怨；受到群体情绪和行为感染、感知更强的抱怨能力和责任，强化抱怨；（3）在特定因素影响下，顾客抱怨行为与单独情境下一致。

英文摘要：

This paper aims to examine customers＇ response to a group service problem, to explore the mechanism of customer complaint in a group and the differences from the situation when customers encounter service problem alone. Critical incident technique was employed and results show that （1） customers in a group respond to service problem in different manners, including keeping silence, complaining, fighting, claiming, and punishing; （2） customers in a group can complain more than when they are alone because of affect contagion, more perceived complaining power and responsibility; customers in a group can complain less as well because of pressures of group norms and the effects of free-riding and social comparison; （3） some drivers identified make customers respond to service problem in the same way either they are in a group or alone.