Research in Consumer Misbehaviour: A Simulation Game Approach
Drennan, Judy C., Drennan, Penny, & Keeffe, Dominique A. (2007) Research in Consumer Misbehaviour: A Simulation Game Approach. In 2007 Australia And New Zealand Marketing Academy Conference (ANZMAC), 3-5 December 2007, Dunedin, New Zealand.
Misbehaving consumers are pervasive during service encounters (Fullerton & Punj, 1993; Powers, 1993; Robinson & O'Leary-Kelly, 1998). Therefore, consumer misbehaviour has become an interesting area of research owing to its adverse psychological, financial, and social impacts on organisations, their employees and other consumers (Fullerton & Punj, 1993; Harris & Reynolds, 2003). However, attempting to collect data on consumer misbehaviour is hindered by current research techniques that are low in involvement for respondents. Methodological research suggests that the optimal technique to increase the level of respondent involvement with a scenario is an elaborate simulation game (Greenberg & Eskew, 1993). This paper therefore examines how simulation games might be used to accurately elicit realistic cognitive, emotional and behavioural consumer responses.
Impact and interest:
Citation counts are sourced monthly from and citation databases.
These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.
Citations counts from theindexing service can be viewed at the linked Google Scholar™ search.
Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
|Item Type:||Conference Paper|
|Additional Information:||The contents of this conference can be freely accessed online via the conference's web page (see hypertext link).|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School|
|Copyright Owner:||Copyright 2007 (please consult author)|
|Deposited On:||14 Aug 2008|
|Last Modified:||30 Jul 2015 00:52|
Repository Staff Only: item control page