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:
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|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 00:15|
|Last Modified:||22 Aug 2012 07:14|
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