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Understanding how other customers affect hotel consumption behavior is an important topic in the hospitality literature. While existing research has typically explored the effects of active interactions among consumers, this study aims to better understand the effects of passive interactions. Accordingly, this research conceptualizes the hotel social servicescape as a function of the mere presence of the other social actors that occupy the hotel’s shared consumption space.

To operationalize this construct, data were collected from a sample of 1,019 recent consumers of full-service hotel experience in the USA.

The findings suggest that the social servicescape can significantly affect satisfaction and behavioral intentions in the domain of leisure-driven hotel experiences.

The results support the hypothesis that the mere presence of others …