Consumer cheating on service guarantees

By Jochen Wirtz, Doreen Kum. 2004

197 citations recorded by the source corpus.

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Contagious Effects of Customer Misbehavior in Access-Based Services (2016, background): “Customers may assume a lower risk of misbehavior detection, which reduces their mental restraints and increases the likelihood of misbehavior (Wirtz and Kum 2004).”
Opportunistic customer claiming during service recovery (2010, methodology): “For similar reasons, the role-playing scenario approach has been used in research on unethical decision making and behavior in the past (e.g., Paternoster and Simpson 1996; Wirtz and Kum 2004).”
The impact of other‐customer failure on service satisfaction (2008, background): “Several services researchers (Martin and Pranter, 1989; Tax et al., 2006; Wirtz and Kum, 2004) have offered specific courses of action that firms may take to prevent other-customer failures:”
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, methodology): “However, dysfunctional customer behaviors have been predominately investigated within the business disciplines of marketing and Notes: This table was adapted from Wirtz and Kum (2004).”