“…Although many service researchers have explored the positive aspects of C2C interactions in physical and virtual commercial and non-commercial service settings (e.g., Harris and Baron, 2004 ; Zeithaml et al, 2018 ), considerably fewer researchers have explored negative experiences from other customers and unacquainted strangers ( Fombelle et al, 2019 ; Nicholls, 2010 ). The reason for this research void may be that while managers can encourage C2C interactions by modifying consumption settings (e.g., furniture, open spaces, entertainment) or by encouraging the formation of social or online customer communities ( Libai et al, 2010 ), they are mostly powerless to stop negative C2C interactions that occur for brief moments ( Colm et al, 2017 ).…”