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Keyword

customer misbehavior

Description: Customer misbehavior refers to customer actions that violate service or marketplace norms and disrupt interactions, employees, or other customers.
OpenAlex ID: keywords/customer-misbehavior
Deviant Customer Behavior: An Exploration of Frontline Employee Tactics
2006 · Kate L. Reynolds, Lloyd C. Harris · The Journal of Marketing Theory and Practice · 255
Contagious Effects of Customer Misbehavior in Access-Based Services
2015 · Tobias Schaefers, Kristina Wittkowski, et al. · Journal of Service Research · 236
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Managing customer misbehavior: challenges and strategies
2013 · Lloyd C. Harris, Kate Daunt · Journal of Services Marketing · 138
Value destruction in exaggerated online reviews
2019 · Melissa A. Baker, Kawon Kim · International Journal of Contemporary Hospitality Management · 122
Customers acting badly: Evidence from the hospitality industry
2010 · Kate L. Daunt, Lloyd C. Harris · Journal of Business Research · 119
Impacts of misbehaving air passengers on frontline employees: role stress and emotional labor
2017 · Hsin-Hui“Sunny” Hu, Hsin-Yi Hu, et al. · International Journal of Contemporary Hospitality Management · 106
A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
2023 · Cristiana R. Lages, Rodrigo Perez-Vega, et al. · Journal of Business Research · 96
Exploring tour member misbehavior in group package tours
2018 · Sheng-Hshiung Tsaur, Tien-Ming Cheng, et al. · Tourism Management · 71
Observer reactions to other customer incivility
2019 · Youngsun Sean Kim, Melissa A. Baker · International Journal of Contemporary Hospitality Management · 69
Attributions and Outcomes of Customer Misbehavior
2009 · Wen-Hsien Huang, Ying-Ching Lin, et al. · Journal of Business and Psychology · 68
The impact of customer incivility and verbal aggression on service providers: A systematic review
2019 · Valentina Sommovigo, Ilaria Setti, et al. · Work · 55
FairPlay: Detecting and Deterring Online Customer Misbehavior
2021 · Ji Wu, Zhiqiang (Eric) Zheng, et al. · Information Systems Research · 48
I don't want to be a rule enforcer during the COVID-19 pandemic: Frontline employees' plight
2021 · William Magnus Northington, Stephanie T. Gillison, et al. · Journal of Retailing and Consumer Services · 48
Temporal architecture of violent incidents.
1998 · Di Beale, Tom Cox, et al. · Journal of Occupational Health Psychology · 41
Customer misbehavior and store managers' work‐to‐family enrichment: The moderated mediation effect of work meaningfulness and organizational affective commitment
2017 · Raymond Loi, Angela J. Xu, et al. · Human Resource Management · 39
The moderating role of perceived company effort in mitigating customer misconduct within Online Brand Communities (OBC)
2021 · Nadia Sweiss, Zaid Mohammad Obeidat, et al. · Journal of Marketing Communications · 38
Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers
2022 · Omid Kamran-Disfani, Ramin Bagherzadeh, et al. · Journal of Service Research · 35
Shedding light on the dark side – A systematic literature review of the issues in agile software development methodology use
2024 · Jan-Niklas Meckenstock · Journal of Systems and Software · 29
The impact of workplace safety and customer misbehavior on supermarket workers' stress and psychological distress during the COVID-19 pandemic
2022 · Brian Mayer, Sabrina Helm, et al. · International Journal of Workplace Health Management · 29
Customers who misbehave: Identifying restaurant guests “acting out” via asymmetric case models
2022 · Walid Chaouali, Samiha Mjahed Hammami, et al. · Journal of Retailing and Consumer Services · 28
Exploring the link between payment schemes and customer fraud: a mental accounting perspective
2019 · Ina Garnefeld, Andreas Eggert, et al. · Journal of the Academy of Marketing Science · 27
Handling counterproductive behavior caused by customer misbehavior during a pandemic: Integrating personal and organizational perspectives
2022 · Tan Vo-Thanh, Nguyen Phong Nguyen, et al. · International Journal of Hospitality Management · 26
The impact of customer misbehavior on frontline employees’ work–family conflict and withdrawal behaviors
2024 · Xinyuan (Roy) Zhao, Fujin Wang, et al. · International Journal of Contemporary Hospitality Management · 23
You are being watched! Using anthropomorphism to curb customer misbehavior in access-based consumption
2022 · Xiushuang Gong, Honghong Zhang · Journal of Retailing and Consumer Services · 23
Whose fault is it?
2017 · Katja Rummelhagen, Martin Benkenstein · European Journal of Marketing · 23
Works count: 199
Citation count: 2,021
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