Applying the CIT method, the present study finds typical events in Chinese customer-to-customer interaction, designs a scenario based on this incident, and then measures the effect of compatibility management on customer responses. The results show that when the customer is disturbed by other customers during the service interaction, compared with the situation 'manager does nothing', the manager apology could improve the customer total satisfaction, re-patronage intention and word of mouth; on the other hand, compared with the apology situation, if the manager performs compatibility management, no matter succeed or fail, customer total satisfaction, re-patronage and word of mouth is even much higher.