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Dysfunctional customer behavior severity : an empirical examination
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Reynolds, Kate L. and Harris, Lloyd C. (2009) Dysfunctional customer behavior severity : an empirical examination. Journal of Retailing, Vol.85 (No.3, Sp.Iss. SI). pp. 321-335. doi:10.1016/j.jretai.2009.05.005 ISSN 0022-4359.
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Official URL: http://dx.doi.org/10.1016/j.jretai.2009.05.005
Abstract
Although many Studies assume that customers monotonically act in both a functional and a good-mannered way during exchange, considerable anecdotal evidence suggests that customers routinely behave negatively and often disrupt otherwise functional encounters. However, to date, rigorous empirical evidence of this phenomenon is lacking. This Study synthesizes extant literature from a broad range of areas and advances two alternative conceptions of the factors associated with dysfunctional customer behavior severity. That is. after controlling for a variety of factors, the authors Suggest that psychological obstructionism, disaffection with service. and servicescape variables are significantly associated with the severity of deliberate dysfunctional Customer acts. The results provide insights for researchers interested in the darker side of set-vice dynamics and generate useful implications for services practitioners charged with reducing the severity and the frequency of episodes of deviant customer behavior. (C) 2009 New York University. Published by Elsevier Inc. All rights reserved.
Item Type: | Journal Article | ||||
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Subjects: | H Social Sciences > HF Commerce | ||||
Divisions: | Faculty of Social Sciences > Warwick Business School > Marketing Group Faculty of Social Sciences > Warwick Business School |
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Library of Congress Subject Headings (LCSH): | Consumer behavior, Structural equation modeling | ||||
Journal or Publication Title: | Journal of Retailing | ||||
Publisher: | Elsevier Science Inc. | ||||
ISSN: | 0022-4359 | ||||
Official Date: | September 2009 | ||||
Dates: |
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Volume: | Vol.85 | ||||
Number: | No.3, Sp.Iss. SI | ||||
Number of Pages: | 15 | ||||
Page Range: | pp. 321-335 | ||||
DOI: | 10.1016/j.jretai.2009.05.005 | ||||
Status: | Peer Reviewed | ||||
Publication Status: | Published | ||||
Access rights to Published version: | Restricted or Subscription Access |
Data sourced from Thomson Reuters' Web of Knowledge
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