2009

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

2008

Reynolds, K.L and Harris, Lloyd C. (2008) Factors associated with dysfunctional customer behaviour: an empirical study. In: 22nd Service Conference and Workshop, University of Westminster at the RAC, London, 6-8 Nov, 2008. Published in: Proceedings of the 22nd Service Conference and Workshop ISSN 978-0-9552-6855-7.