Dysfunctional Customer Behavior Severity: An Empirical Examination

2009/06/11 by Kate L. Reynolds, Lloyd C. Harris · 6 citations
Business, Management and Accounting · #Customer Service Quality and Loyalty #Consumer Behavior in Brand Consumption and Identification #Consumer Retail Behavior Studies

paper · doi:10.1016/j.jretai.2009.05.005

Citations

• Serving unfair customers
• Aggression and Violence in the Inner City
• Common method biases in behavioral research: A critical review of the literature and recommended remedies.

Cited by

• When users decide to bypass collaborative consumption platforms: The interplay of economic benefit, perceived risk, and perceived enjoyment
• Non-Collaborative User Simulators for Tool Agents
• Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference? [europepmc]
• Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions? [europepmc]
• Dysfunctional customer behavior influences on employees' emotional labor: The moderating roles of customer orientation and perceived organizational support. [europepmc]
• [Interaction-related stressors and resources-development of a taxonomy to design interactive work in a humane and health-promoting way]. [europepmc]