随着技术的快速发展，许多基于技术的自助服务（TBSS）逐渐取代了传统人员服务，服务质量对于这种新兴服务方式同样重要。过去研究考察了技术特性和顾客特质对TBSS质量的影响，却较少涉及物理环境中的社会因素。本研究借鉴服务场景理论和社会影响理论，重点探讨服务环境中的社会要素一其他顾客与核心顾客的间接互动（其他顾客仅作为场景一部分）对感知服务质量的影响。研究通过3个实验收集数据，结果表明：顾客间接互动负向影响感知服务质量，其中，负面情绪起到了中介作用（实验1）,该中介作用受到服务结果（实验2）和顾客自我效能（实验3）的调节；相对于服务失败，服务成功时负面情绪的中介作用更大；相对于高自我效能，低自我效能顾客负面情绪的中介作用更大。本研究结论拓展了TBSS质量的影响因素的考量范围，明晰了顾客间接互动对服务质量的作用机理及机理的边界条件，能够帮助服务商了解TBSS物理环境中顾客间接互动的重要性，为其设计合理的服务环境、管理好顾客互动提供指导和借鉴。

With the rapid development of technology, many technology-based self-services (TBSS) are gradually replacing traditional personnel services, and service quality is equally important for this emerging service mode.  Previous research examined the influences of technology characteristics and customer traits on the TBSS quality, while social factors in the physical environment are neglected.  Based on servicescape theory and social impact theory, this research focuses on indirect customer- to-customer interaction ( other customers are merely part of the scene) , which is a critical social factor in TBSS context.  Three studies are implemented to explore the effect of the indirect customer-to-customer interaction on perceived TBSS quality.  The results show that the indirect customer-to-customer interaction has a negative impact on service quality, and negative e- motion mediates the link between them (study 1) ; service valence (study 2) and self-efficacy (study 3) moderate the mediation effect of negative emotion.  Specifically, compared with service failure, the mediating effect of negative emotion is greater in successful service; compared with high self-efficacy customers, the mediation effect of negative emotion is greater for low self-efficacy customers.  This paper extends the scope of research on the influencing factors of TBSS quality and uncovers the underlying mechanism and boundary conditions of the impact of indirect customer - to - customer interaction on TBSS quality.  The findings will enable the service providers to understand the impact of other customers' presences on TBSS in the physical environment and provide guidance and reference for servicescape management and the design of reasonable service physical environment.