IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v171y2024ics0148296323007154.html
   My bibliography  Save this article

Customer misbehavior in access-based mobility services: An examination of prevention strategies

Author

Listed:
  • Pieper, Nadine
  • Woisetschläger, David M.

Abstract

Customer misbehavior in access-based mobility services such as car sharing and public transport deteriorates the quality and profitability of business models. Basing on organismic integration theory, we propose that service providers can use external regulation or implement introjected actions to reduce customer misbehavior. In two mobility contexts differing in terms of their anonymity dimensions, we test the proposed effects of these two prevention strategies. An 2 × 2 × 2 online experiment with users of public transport (high personal anonymity) and car sharing (high interpersonal anonymity) shows that introjective actions (i.e., normative appeals) and external regulation (i.e., surveillance) are associated with intended consequences regarding misbehavior and motivation to co-create, but also imply unintended consequences (e.g., privacy concerns, negative word-of-mouth, and reduced usage intention). The combined use of both strategies usually proves not to be advantageous, so that the provider actions should be carefully selected depending on the given service setting.

Suggested Citation

  • Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
    • Handle: RePEc:eee:jbrese:v:171:y:2024:i:c:s0148296323007154
    DOI: 10.1016/j.jbusres.2023.114356
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296323007154
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2023.114356?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Caroline Diard, 2018. "Psychological acceptance of organizational video surveillance," Post-Print hal-01885639, HAL.
    2. Moore, Stephen, 2011. "Understanding and managing anti-social behaviour on public transport through value change: The considerate travel campaign," Transport Policy, Elsevier, vol. 18(1), pages 53-59, January.
    3. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    4. Biel, Anders & Thogersen, John, 2007. "Activation of social norms in social dilemmas: A review of the evidence and reflections on the implications for environmental behaviour," Journal of Economic Psychology, Elsevier, vol. 28(1), pages 93-112, January.
    5. Xiao-Ling Jin & Zhongyun Zhou & Yiwei Tian, 2022. "A Configurational Analysis of the Causes of Consumer Indirect Misbehaviors in Access-Based Consumption," Journal of Business Ethics, Springer, vol. 175(1), pages 135-166, January.
    6. Fleura Bardhi & Giana M. Eckhardt, 2012. "Access-Based Consumption: The Case of Car Sharing," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(4), pages 881-898.
    7. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    8. Fullerton, R. A. & Punj, G., 2004. "Repercussions of promoting an ideology of consumption: consumer misbehavior," Journal of Business Research, Elsevier, vol. 57(11), pages 1239-1249, November.
    9. Zhang, Danni & Frei, Regina & Senyo, P.K. & Bayer, Steffen & Gerding, Enrico & Wills, Gary & Beck, Adrian, 2023. "Understanding fraudulent returns and mitigation strategies in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    10. Elgaaied-Gambier, Leila & Monnot, Elisa & Reniou, Fanny, 2018. "Using descriptive norm appeals effectively to promote green behavior," Journal of Business Research, Elsevier, vol. 82(C), pages 179-191.
    11. Ji Wu & Zhiqiang (Eric) Zheng & J. Leon Zhao, 2021. "FairPlay: Detecting and Deterring Online Customer Misbehavior," Information Systems Research, INFORMS, vol. 32(4), pages 1323-1346, December.
    12. Juho Hamari & Mimmi Sjöklint & Antti Ukkonen, 2016. "The sharing economy: Why people participate in collaborative consumption," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 67(9), pages 2047-2059, September.
    13. Shuang Ma & Huimin Gu & Daniel P. Hampson & Yonggui Wang, 2020. "Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector," Journal of Business Ethics, Springer, vol. 167(1), pages 77-95, November.
    14. Mitchell, Tim & Cheung, Benny, 2020. "Using behavioural science to reduce opportunistic insurance fraud," Applied Marketing Analytics: The Peer-Reviewed Journal, Henry Stewart Publications, vol. 5(4), pages 294-303, May.
    15. Plangger, Kirk & Montecchi, Matteo, 2020. "Thinking Beyond Privacy Calculus: Investigating Reactions to Customer Surveillance," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 32-44.
    16. Kelly D. Martin & Patrick E. Murphy, 2017. "The role of data privacy in marketing," Journal of the Academy of Marketing Science, Springer, vol. 45(2), pages 135-155, March.
    17. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
    18. Vladimir Melnyk & Erica Herpen & Arnout Fischer & Hans Trijp, 2013. "Regulatory fit effects for injunctive versus descriptive social norms: Evidence from the promotion of sustainable products," Marketing Letters, Springer, vol. 24(2), pages 191-203, June.
    19. Hartl, Barbara & Hofmann, Eva & Kirchler, Erich, 2016. "Do we need rules for “what's mine is yours”? Governance in collaborative consumption communities," Journal of Business Research, Elsevier, vol. 69(8), pages 2756-2763.
    20. Naresh K. Malhotra & Sung S. Kim & James Agarwal, 2004. "Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model," Information Systems Research, INFORMS, vol. 15(4), pages 336-355, December.
    21. Chaouali, Walid & Hammami, Samiha Mjahed & Cristóvão Veríssimo, José Manuel & Harris, Lloyd C. & El-Manstrly, Dahlia & Woodside, Arch G., 2022. "Customers who misbehave: Identifying restaurant guests “acting out†via asymmetric case models," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    22. Gong, Xiushuang & Zhang, Honghong, 2023. "You are being watched! Using anthropomorphism to curb customer misbehavior in access-based consumption," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    23. Robert Socha & Bogusław Kogut, 2020. "Urban Video Surveillance as a Tool to Improve Security in Public Spaces," Sustainability, MDPI, vol. 12(15), pages 1-12, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nguyen, Stephanie & Nicod, Lionel & Llosa, Sylvie, 2024. "Preventing bypass on sharing economy platforms: The impact of message framing on users’ bypass intention," Journal of Business Research, Elsevier, vol. 179(C).
    2. Hou, Tingting & Luo, Xin (Robert) & Ke, Dan & Cheng, Xusen, 2022. "Exploring different appraisals in deviant sharing behaviors: A mixed-methods study," Journal of Business Research, Elsevier, vol. 139(C), pages 496-509.
    3. Jing Lan & Yuge Ma & Dajian Zhu & Diana Mangalagiu & Thomas F. Thornton, 2017. "Enabling Value Co-Creation in the Sharing Economy: The Case of Mobike," Sustainability, MDPI, vol. 9(9), pages 1-20, August.
    4. Stéphanie Nguyen & Sylvie Llosa, 2018. "On The Difficulty To Define The Sharing Economy And Collaborative Consumption – Literature Review And Proposing A Different Approach With The Introduction Of 'Collaborative Services'
      [De La Difficu      ," Working Papers halshs-01820276, HAL.
    5. Shuang Ma & Huimin Gu & Daniel P. Hampson & Yonggui Wang, 2020. "Enhancing Customer Civility in the Peer-to-Peer Economy: Empirical Evidence from the Hospitality Sector," Journal of Business Ethics, Springer, vol. 167(1), pages 77-95, November.
    6. David A. Schweidel & Yakov Bart & J. Jeffrey Inman & Andrew T. Stephen & Barak Libai & Michelle Andrews & Ana Babić Rosario & Inyoung Chae & Zoey Chen & Daniella Kupor & Chiara Longoni & Felipe Thomaz, 2022. "How consumer digital signals are reshaping the customer journey," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1257-1276, November.
    7. Wei Zhou & Haixia Wang & Victor Shi & Xiding Chen, 2022. "A Decision Model for Free-Floating Car-Sharing Providers for Sustainable and Resilient Supply Chains," Sustainability, MDPI, vol. 14(13), pages 1-18, July.
    8. Okazaki, Shintaro & Eisend, Martin & Plangger, Kirk & de Ruyter, Ko & Grewal, Dhruv, 2020. "Understanding the Strategic Consequences of Customer Privacy Concerns: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 96(4), pages 458-473.
    9. Francesco Pasimeni, 2020. "The Origin of the Sharing Economy Meets the Legacy of Fractional Ownership," SPRU Working Paper Series 2020-19, SPRU - Science Policy Research Unit, University of Sussex Business School.
    10. Milanova, Veselina & Maas, Peter, 2017. "Sharing intangibles: Uncovering individual motives for engagement in a sharing service setting," Journal of Business Research, Elsevier, vol. 75(C), pages 159-171.
    11. Benoit, Sabine & Wang, Yonggui & Teng, Lefa & Hampson, Daniel P. & Li, Xia, 2022. "Innovation in the sharing economy: A framework and future research agenda," Journal of Business Research, Elsevier, vol. 149(C), pages 207-216.
    12. Lim, Weng Marc, 2020. "The sharing economy: A marketing perspective," Australasian marketing journal, Elsevier, vol. 28(3), pages 4-13.
    13. Ransford A. Acheampong & Alhassan Siiba, 2020. "Modelling the determinants of car-sharing adoption intentions among young adults: the role of attitude, perceived benefits, travel expectations and socio-demographic factors," Transportation, Springer, vol. 47(5), pages 2557-2580, October.
    14. Hallem, Associate Professor Yousra & Abbes, Associate Professor Intissar & Hikkerova, Professor Lubica & Taga, Media Planner Nadia, 2021. "A trust model for collaborative redistribution platforms:A platform design issue," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    15. Taneli Vaskelainen & Laura Piscicelli, 2018. "Online and Offline Communities in the Sharing Economy," Sustainability, MDPI, vol. 10(8), pages 1-18, August.
    16. Surabhi Koul & Sahil Singh Jasrotia & Hari Govind Mishra, 2022. "Value Co-creation in Sharing Economy: Indian Experience," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 13(1), pages 387-405, March.
    17. Nivedita Agarwal & Robert Steinmetz, 2019. "Sharing Economy: A Systematic Literature Review," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-17, October.
    18. Stephanie Nguyen & Sylvie Llosa, 2018. "On the difficulty to define the Sharing Economy and Collaborative Consumption - Literature review and proposing a different approach with the introduction of 'Collaborative Services' [De la difficu," Post-Print halshs-01820276, HAL.
    19. Ozuna, Edna & Steinhoff, Lena, 2024. "“Look me in the eye, customer”: How do face-to-face interactions in peer-to-peer sharing economy services affect customers’ misbehavior concealment intentions?," Journal of Business Research, Elsevier, vol. 177(C).
    20. Xiao-Ling Jin & Zhongyun Zhou & Yiwei Tian, 2022. "A Configurational Analysis of the Causes of Consumer Indirect Misbehaviors in Access-Based Consumption," Journal of Business Ethics, Springer, vol. 175(1), pages 135-166, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:171:y:2024:i:c:s0148296323007154. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.