Daunt, Kate L. and Harris, Lloyd C.. (2011) Customers acting badly : evidence from the hospitality industry. Journal of Business Research, Vol.64 (No.10). pp. 1034-1042. ISSN 01482963

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Abstract

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 of this study is to advance understanding of the antecedents to past customer misbehavior and examine the relationship between past misbehavior and future misbehavior intentions. Although prior studies offer insights into individual events or types of customer misbehavior, to date, empirical evidence of the antecedents to past misbehaviors and future behavioral intentions is lacking. Synthesizing literature from varied theoretical backgrounds, this study puts forth five personality-based variables (consumer alienation, Machiavellianism, sensation seeking, aggressiveness, and self-esteem) and four demographic variables (gender, income, age, and education) as antecedents to past customer misbehavior. In turn, this study reveals an association between past customer misbehavior and future misbehavior intent. Structural equation modeling procedures using a sample of 380 respondents reveals support for eight of the nine specified hypotheses. The article concludes with a discussion of the study's implications for theory and practice.

Item Type:	Journal Article
Subjects:	B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > HF Commerce H Social Sciences > HM Sociology
Divisions:	Faculty of Social Sciences > Warwick Business School
Library of Congress Subject Headings (LCSH):	Consumers -- Psychology, Interpersonal relations, Interpersonal confrontation, Hospitality industry, Human behavior
Journal or Publication Title:	Journal of Business Research
Publisher:	Elsevier Inc.
ISSN:	01482963
Date:	2011
Volume:	Vol.64
Number:	No.10
Page Range:	pp. 1034-1042
Identification Number:	10.1016/j.jbusres.2010.10.010
Status:	Peer Reviewed
Publication Status:	Published
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URI:	http://wrap.warwick.ac.uk/id/eprint/38546

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