<span><em>The background of this research was to conduct a profound study of impact of other-customer failure </em><span><em>The purpose of this paper is to investigate how and why other-customer misbehavior has a negative </em><span><em>influence on customer satisfaction with the service firm.</em><br /><span><em>The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect </em><span><em>of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the </em><span><em>effect of firm responsibility to service recovery expectations, (e) the effect of service recovery </em><span><em>expectations to customer satisfaction, (f) the effect of severity of other customer failure to service </em><span><em>recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) </em><span><em>the effect of perceived employee effort to customer satisfaction.</em><br /><span><em>The design of this research applies a survey toward unit of analysis on hotels services by interview the </em><span><em>customers for testing hypothesis. Meanwhile the required data consist of seventh variables which are</em><br /><span><em>controllability attributions, stability attributions, firm responsibility, service recovery expectation, </em><span><em>severity of other customer failure, perceived employee effort and customer satisfaction. The aggregate</em><br /><span><em>numbers of hotels guests being respondent of the study are 200. Data analysis used in this research </em><span><em>was consists of Structural Equation Model Analysis by AMOS 6 as software.</em><br /><span><em>The result of this research conclude that controllability and stability attributions had an effect to firm </em><span><em>responsibility, firm responsibility had an effect to service recovery expectations, severity of other</em><br /><span><em>customer failure had an effect to service recovery expactations, and perceived employee effort had an </em><span><em>effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction,</em><br /><span><em>service recovery expectations had an effect terhadap customer satisfaction, severity of other customer </em><span><em>failure had an effect to customer satisfaction.</em><br /><span><em>Keywords: </em><span><em>Service recovery expectations, severity of other customer failure, and customer satisfaction</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span></span>