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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.

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Abstract

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:

35 citations in Scopus
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21 citations in Web of Science®

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ID Code: 39836
Item Type: Journal Article
Keywords: Consumer behaviour, Consumers, Research, Service levels, Employee attitudes, Customers
DOI: 10.1108/08876041011072537
ISSN: 0887-6045
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

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