Customers behaving badly: a state of the art review, research agenda and implications for practitioners

By Raymond Paul Fisk, S. Grove, L. Harris, D. Keeffe, Kate L. Daunt, Rebekah Russell–Bennett, Jochen Wirtz. 2010

293 citations recorded by the source corpus.

Subfields: Management Information Systems, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/e539545431587f0a5e1a868e6b36a132e62c6e7d

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In Management Information Systems

L. Harris

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Managing customer misbehavior: challenges and strategies (2013, background): “of Fullerton and Punj (2004), seven frontline employees argued that customer misbehavior was so usual that nondeviant customer behaviors were atypical and rare.”
VALUE CO-CREATION SIGNIFICANCE OF TOURIST RESOURCES (2013, background): “The relationships between a guest and other guests (familiar and unfamiliar) are also shown to be of importance in consumer experience (Fisk et al., 2010; Grove & Fisk, 1997; Grove, Fisk & Bitner, 1992; Lehtinen & Lehtinen, 1991; Zeithaml & Bitner, 2003).”
An Expanded Servicescape Framework as the Driver of Place Attachment and Word of Mouth (2018, background): “Active CCI refers to incidences of direct verbal or physical interaction between two or more customers and is commonly considered from a critical incident perspective (e.g., the effects of intercustomer conflict on postconsumption behavior; see, Fisk et al., 2010; Grove & Fisk, 1997).”
Customers acting badly: Evidence from the hospitality industry (2011, background): “Consumers' deliberate acts of misbehavior are daily predicaments for firms across disparate sectors and industries (Fisk et al., 2010; Fullerton and Punj, 2004).”
Contagious Effects of Customer Misbehavior in Access-Based Services (2016, methodology): “Fisk et al. (2010) list the risk of being detected as an inhibitor of misbehavior.”
Relating badly to brands (2013, background): “Service marketing researchers document relationships characterized by a host of dysfunctional customer behaviors, and these expressions of opportunism and breaches of ethics or etiquette can translate directly into financial losses for the firm (Berry & Seiders, 2008; Fisk et al., 2010).”
The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers during Social Media Service Recovery (2018, background): “, assault) to legal, yet norm violating uncivil actions (e.g., using rude language, bullying, and acting confrontationally; Fisk et al. 2010).”