Customer response to interactional service experience The role of interaction environment. JOURNAL OF SERVICE MANAGEMENT, (27)5:704-729, EMERALD GROUP PUBLISHING LTD, HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND, 2016. [PUMA: Customer-employee Interaction Positive and attribution; environment; experience} interaction; interactional negative service {Causal]