Dysfunctional Customer Behavior Severity: An Empirical Examination

By Kate L. Reynolds, L. Harris. 2009

292 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/e1d0599f2b24f12d9794cf2ced3f7022b8163470

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Hossein Olya
2. T. M. Tripp
3. Kate L. Daunt
4. D. Laufer
5. Michela Mari
6. S. Poggesi
7. Hongwei He
8. Markus Groth

In Organizational Behavior and Human Resource Management

1. Markus Groth
2. L. Harris
3. Kate L. Daunt
4. Mo Wang
5. Jochen Wirtz
6. Hongwei He
7. Alicia A. Grandey
8. T. M. Tripp

Citations in the corpus

• Servicescape cues and customer behavior: a systematic literature review and research agenda (2013, background): “…are included in this research path that analyzes situations at the opposite extreme of Bitner’s positive model: the study by d’Astous (2000) that investigates the irritation among shoppers caused by environmental stimuli, and the paper by Reynolds and Harris (2009) on negative customer behaviors.”
• Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “Empirical and conceptual work has suggested that service failure in particular makes employees susceptible to customer mistreatment due to negative customer responses and behaviors (e.g., Groth & Grandey, 2012; Medler-Liraz & Kark, 2012; Reynolds & Harris, 2009).”
• Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, background): “Indeed, Albers-Miller (1999) champions the use of self-report data within the study of deviant customer behavior, a view that is echoed by Reynolds and Harris (2009).”
• From bad to worse (2012, background): “In sum, customers’ negative reactions to service failures may trigger antisocial behaviors that can potentially turn them into ‘‘problem customers’’ (Bitner et al., 1994), engaging in ‘‘consumer misbehavior’’ (Fullerton & Punj, 1997), or ‘‘dysfunctional customer behavior’’ (Harris & Reynolds, 2003; ”
• Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “…that this type of communication can cause to a service provider‟s reputation and business viability (de Matos and Rossi 2008; Harris & Dumas, 2009; Reynolds & Harris, 2009) underscores the need to determine what factors contribute to this type of consumer behaviour and which management practices…”
• Customers acting badly: Evidence from the hospitality industry (2011, background): “All rights reserved. doi:10.1016/j.jbusres.2010.10.010 Contents lists available at ScienceDirect Journal of Business Research situations (Reynolds and Harris, 2009).”
• A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power (2010, background): “Finally, researchers should study the differences and similarities between apparently related concepts—such as customer revenge and dysfunctional customer behavior (Harris and Reynolds 2003; Reynolds and Harris 2009)— that have emerged from different literatures.”
• Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior (2020, methodology): “This is more conspicuous and likely to have a greater impact on others within the servicescape (Reynolds and Harris 2009).”