Showing 1 - 7 of 7
Purpose - Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, "illegitimate" complaining, in the form of fraudulent returns by customers, is under-researched. The aim of this study is to address this gap in extant knowledge through...
Persistent link: https://www.econbiz.de/10009468984
While many frameworks of service dynamics assume that consumers will not intentionally disrupt service encounters, a growing body of studies argues that dysfunctional customer behaviors are far from rare. Although a number of studies have explored such behaviors, deliberate fraudulent returning...
Persistent link: https://www.econbiz.de/10009469020
Purpose - Relationship marketing is now commonly acknowledged as an alternative marketing paradigm. However, despite the use of the relationship metaphor in marketing contexts for many years, recently there have been criticisms of this cross-fertilization of theory into consumer marketing...
Persistent link: https://www.econbiz.de/10009469046
The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim...
Persistent link: https://www.econbiz.de/10009469059
Purpose - The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially...
Persistent link: https://www.econbiz.de/10009468830
Although many Studies assume that customers monotonically act in both a functional and a good-mannered way during exchange, considerable anecdotal evidence suggests that customers routinely behave negatively and often disrupt otherwise functional encounters. However, to date, rigorous empirical...
Persistent link: https://www.econbiz.de/10009468968
Purpose - This paper seeks better to conceptualise, operationalise and subsequently to test a multi-dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions. Design/methodology/approach - A survey research method was used to study...
Persistent link: https://www.econbiz.de/10009469088