Customers behaving badly : a state of the art review, research agenda and implications for practitioners
Fisk, Ray , Grove, Stephen , Harris, Lloyd , Keeffe, Dominique A., Daunt, Kate , Russell-Bennett, Rebekah, & Wirtz, Jochen (2010) Customers behaving badly : a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing, 24(6), pp. 417-429.
The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy avenues for future study.
Impact and interest:
Citation countsare sourced monthly fromand 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 downloadsdisplays 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:||Journal Article|
|Keywords:||Consumer behaviour, Consumers, Research, Service levels, Employee attitudes, Customers|
|Divisions:||Current > Schools > School of Advertising, Marketing & Public Relations|
|Copyright Owner:||Copyright 2010 Emerald|
|Deposited On:||02 Feb 2011 10:15|
|Last Modified:||22 Aug 2012 17:14|
Repository Staff Only: item control page