Developing a typology of disruptive customer behaviors

Volume: 29, Issue: 9, Pages: 2341 - 2360
Published: Sep 11, 2017
Abstract
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...
Paper Details
Title
Developing a typology of disruptive customer behaviors
Published Date
Sep 11, 2017
Volume
29
Issue
9
Pages
2341 - 2360
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