Repercussions of promoting an ideology of consumption: consumer misbehavior

By Ronald A. Fullerton, Girish N. Punj. 2004

418 citations recorded by the source corpus.

Subfields: Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f55e20d779039395ac7f3d92e826ce8278f3b1fe

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Citations in the corpus

Enabling Value Co-Creation in the Sharing Economy: The Case of Mobike (2017, background): “Some researchers argue that users in the sharing systems are prone to abuse rules or misbehave—engaging in theft, vandalism, and free riding, for example—through deliberately acting against the commonly accepted or set rules, or taking advantage of loopholes in the system and damaging trust [31,32].”
Contagious Effects of Customer Misbehavior in Access-Based Services (2016, background): “The described situation is an example of customer misbehavior, which is the act of deliberately disobeying commonly accepted codes of conduct in a consumption situation by inappropriate handling, damage, or overuse of the product (Fullerton and Punj 2004).”
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, background): “Despite the interest in workplace incivility, less attention has been given to customer incivility, its effects, and strategies to mitigate it, although a constant increase in customer incivility has been reported (Fullerton & Punj, 1993, 1997, 2004).”
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, background): “However, a more detailed investigation reveals considerable differences between the classifications of these behaviors (see Fullerton and Punj, 2004a; Harris and Reynolds, 2004; Lovelock, 1994), which exposes a discrepancy about how the activities of dysfunctional consumers are defined.”
Opportunistic customer claiming during service recovery (2010, background): “Furthermore, customers may have learned to expect more from large firms when it comes to service recovery due to their formalized service recovery and refund/return policies, such that misconduct becomes inadvertently ingrained as part of the consumption culture (Fullerton and Punj 2004).”
Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior (2020, background): “Consumer misbehavior has been defined as “behavioral acts by consumers, which violate the generally accepted norms of conduct in consumption situations, and thus disrupt the consumption order” (Fullerton and Punj 2004, p. 1239).”
Setting the future of digital and social media marketing research: Perspectives and research propositions (2020, background): “It has been defined by Fullerton & Punj (2004) as: “behavioral acts by consumers, which violate the generally accepted norms of conduct in consumption situations and thus disrupt the consumption order representing the dark, negative side of the consumer” (p.1239).”
Dysfunctional Customer Behavior Severity: An Empirical Examination (2009, background): “Contrasting typologies are also offered by Fullerton and Punj (2004), Harris and Reynolds (2004), and most recently, Berry and Seiders (2008).”
When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining (2005, background): “) and aberrant customer ( Fullerton and Punj, forthcoming”
Online consumer misbehaviour: an application of neutralization theory (2009, background): “Introduction In recent years researchers have uncovered a range of diverse behaviours by consumers which disrupt otherwise functional exchange (see for example Withiam, 1998; Fullerton and Punj, 2004; Harris and Reynolds, 2004; Harris and Reynolds, 2006; Harris 2008a).”
Managing customer misbehavior: challenges and strategies (2013, background): “This focus contrasts starkly with customer-focused research that highlights the deviant activities of customers (Fullerton and Punj, 2004; Fisk et al., 2010; Wirtz and McColl-Kennedy, 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): “We also propose that observers will hold the firm accountable due to expectations of fair C2C treatment in a firm's service setting (Fullerton and Punj 2004) and the belief a service provider should intervene when consumers misbehave (Pranter and Martin 1991).”
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).”