Disservice: A Framework of Sources and Solutions

Published on Jan 1, 2015
· DOI :10.1007/978-3-319-10912-1_54
Stephen J. Grove29
Estimated H-index: 29
Raymond P. Fisk34
Estimated H-index: 34
+ 4 AuthorsJerry Goolsby1
Estimated H-index: 1
Undoubtedly, the services marketing literature addresses questions pertaining to improving service processes and customers’ experiences, with the broad assumption that the organization and service personnel operate in systems designed to provide levels of service that are adequate or above. From 30 years of focused research, a knowledge base of practices and systems has emerged capable of providing service levels necessary for success, when implemented properly.
📖 Papers frequently viewed together
359 Citations
2 Citations
1 Author (Yan G)
#1Marek Korczynski (Lboro: Loughborough University)H-Index: 25
This article charts the historical and contemporary absences in the sociology of service work. Although studies of service work have now become the empirical mainstream in the sociology of work, there have been few attempts to conceptualize broad patterns of worker—customer relations in ser vice work. This neglect is to be regretted because whether the customer is an alienating figure for service workers constitutes a key unasked question in contemporary sociology of work. The article highlights...
83 CitationsSource
#1Kate Reynolds (Cardiff University)H-Index: 5
#2Lloyd C. Harris (Warw.: University of Warwick)H-Index: 70
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 ...
301 CitationsSource
#1Lloyd C. Harris (Cardiff University)H-Index: 70
#2Emmanuel Okechukwu Ogbonna (Cardiff University)H-Index: 41
Although much of the existing research on employee sabotage and deviance focuses on the manufacturing sector, studies have also found evidence of deliberate employee misbehavior in a variety of service settings. In this study, the authors conceptualize and test a model of service sabotage dynamics that incorporates both the antecedents and the consequences of such behaviors. In doing so, the study contributes contemporary empirical evidence of factors associated with the deliberate sabotage of s...
323 CitationsSource
#1Lloyd C. Harris (Cardiff University)H-Index: 70
#2Emmanuel Okechukwu Ogbonna (Cardiff University)H-Index: 41
The attitudes and behaviors of frontline, customer-contact service providers are a significant factor in customers’ perceptions and interpretations of service encounters. To date, research into service quality and customer satisfaction has overlooked evidence that suggests that such employees intentionally act in a variety of deviant, counterproductive ways. The aims of this study are first to explore, describe, and classify such behaviors and second to model the antecedents and consequences of ...
350 CitationsSource
#1Valarie A. ZeithamlH-Index: 59
#2Mary Jo BitnerH-Index: 50
Last. Dwayne D. GremlerH-Index: 32
view all 3 authors...
SERVICES MARKETING, 3/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model gap by gap. Each part of the book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the ...
193 Citations
#1Raymond P. FiskH-Index: 34
#2Stephen J. GroveH-Index: 29
Last. Joby JohnH-Index: 9
view all 3 authors...
Note: Each chapter ends with a Summary and Conclusion, Exercises, an Internet Exercise, and References. I. Foundations of Services Marketing Vignette: The Weather Channel: The Public's Eye on the Sky 1. Understanding Services Marketing Definition of Services How Does Services Marketing Differ from Physical Goods Marketing? Characteristics of Services Classifications of Services Overview of Book Spotlight 1.1: Service Industry to Be Measured by New Indicator Spotlight 1.2: Peace of Mind for You a...
109 Citations
#1Andrew Sturdy (University of Bath)H-Index: 36
This article proposes a focus for research by drawing on two emerging and largely distinct streams of literature-on service/emotion work and organizations in consumer society. In particular, experiences of `customer care' and related `corporate culture' initiatives are examined. Here, employee ambivalence is highlighted and is typically portrayed in terms of: protecting a privileged or `real' sense of self; (re-)asserting control; and/or as being constituted through gender, class and other cultu...
110 CitationsSource
A composition for inhibiting the growth of plants comprising: (1) 6-hydroxy-3-(2H)-pyridazinone or a salt thereof, (2) at least one compound represented by the formula R1-O-CH2CH(R2)-O]lH (A) wherein R1 is alkyl, alkenyl, aralkyl, alkylphenyl or alkylnaphthyl group, R2 is H or -CH3, l is an integer of 3 to 30, and (3) at least one compound represented by the formula R3-O-CH2CH(R4)-O]mX (B) wherein R3 is alkyl, alkenyl, aralkyl, alkylphenyl or alkylnaphthyl group, R4 is H or CH3, m is an integer ...
670 Citations
#1W. Edwards DemingH-Index: 27
According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to...
7,154 Citations
#1W. A. ShewhartH-Index: 9
2,375 Citations
Cited By2
#1Ruiying Cai (Colorado Mesa University)H-Index: 6
#2Lu Lu (TU: Temple University)H-Index: 17
Last. Dogan Gursoy (UJ: University of Johannesburg)H-Index: 67
view all 3 authors...
Abstract Drawing upon the appraisal theory, this study proposes and tests a conceptual model to delineate customers’ evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants). Using a scenario-based online experiment, two sets of data were collected from U.S. customers and analyzed by a series of regression analyses. Findings suggest that customers go through a systematic evaluative process of primary appraisal (e.g., congruen...
24 CitationsSource
#1Dogan Gursoy (WSU: Washington State University)H-Index: 67
#2Raine (Ruiying) Cai (WSU: Washington State University)H-Index: 1
Last. Gerardo Joel Anaya (Purdue University System)H-Index: 1
view all 3 authors...
Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Design/methodology/approach Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussio...
21 CitationsSource