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Dysfunctional customer behavior: conceptualization and empirical validation

Author

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  • Minjeong Kang

    (Mokpo National University)

  • Taeshik Gong

    (Hanyang University ERICA)

Abstract

Dysfunctional customer behavior is endemic and prevalent across multiple service sectors. However, despite significant interest from practitioners and scholars, understanding of the concept of dysfunctional customer behavior and its measurement has been limited to date. Moreover, studies have not systematically explored the exact dimensionality of dysfunctional customer behavior, leaving its precise composition unclear. Across five studies, this investigation identifies a three-dimensional dysfunctional customer behavior construct comprising verbal abuse, disproportionate demand, and illegitimate complaint. The authors develop and validate a multi-dimensional scale to measure dysfunctional customer behavior.

Suggested Citation

  • Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:4:d:10.1007_s11628-019-00398-1
    DOI: 10.1007/s11628-019-00398-1
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    Cited by:

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    3. Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    4. Yuhyung Shin & Won-Moo Hur & Hansol Hwang, 2022. "Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 309-330, June.
    5. Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    6. Won-Moo Hur & Tae-Won Moon & Minsung Kim, 2021. "Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 639-665, December.

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