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Managing customer misbehavior: challenges and strategies
Harris, Lloyd C.; Daunt, Kate - In: The journal of services marketing 27 (2013) 4, pp. 281-293
Persistent link: https://www.econbiz.de/10010144841
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When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
Reynolds, Kate L.; Harris, Lloyd C. - In: The journal of services marketing 19 (2005) 5, pp. 321-335
Persistent link: https://www.econbiz.de/10007097572
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Jaycustomer behavior: an exploration of types and motives in the hospitality industry
Harris, Lloyd C.; Reynolds, Kate L. - In: The journal of services marketing 18 (2004) 4-5, pp. 339-357
Persistent link: https://www.econbiz.de/10007100614
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Jaycustomer behavior: an exploration of types and motives in the hospitality industry
Harris, Lloyd C.; Reynolds, Kate L. - In: The journal of services marketing 18 (2004) 5, pp. 339-357
Persistent link: https://www.econbiz.de/10007100722
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Dysfunctional Customer Behavior Severity: An Empirical Examination
Reynolds, Kate L.; Harris, Lloyd C. - In: Journal of retailing 85 (2009) 3, pp. 321-336
Persistent link: https://www.econbiz.de/10008896509
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Dysfunctional Customer Behavior Severity: An Empirical Examination
Reynolds, Kate L.; Harris, Lloyd C. - In: Journal of retailing 85 (2009) 3, pp. 321-335
Persistent link: https://www.econbiz.de/10008306737
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Motives of dysfunctional customer behavior: an empirical study
Daunt, Kate L.; Harris, Lloyd C. - In: The journal of services marketing 26 (2012) 4, pp. 293-309
Persistent link: https://www.econbiz.de/10009984162
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Exploring the forms of dysfunctional customer behaviour: A study of differences in servicescape and customer disaffection with service
Daunt, Kate L.; Harris, Lloyd C. - In: Journal of marketing management : MM 28 (2012) 1, pp. 129-154
Persistent link: https://www.econbiz.de/10009818327
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Customers acting badly: Evidence from the hospitality industry
Daunt, Kate L.; Harris, Lloyd C. - In: Journal of business research : JBR 64 (2011) 10, pp. 1034-1043
Persistent link: https://www.econbiz.de/10009177917
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Deviant customer behaviour: A study of techniques of neutralisation
Harris, Lloyd C.; Daunt, Kate L. - In: Journal of marketing management : MM 27 (2011) 7, pp. 834-854
Persistent link: https://www.econbiz.de/10009252647