Customers acting badly: Evidence from the hospitality industry
The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim of this study is to advance understanding of the antecedents to past customer misbehavior and examine the relationship between past misbehavior and future misbehavior intentions. Although prior studies offer insights into individual events or types of customer misbehavior, to date, empirical evidence of the antecedents to past misbehaviors and future behavioral intentions is lacking. Synthesizing literature from varied theoretical backgrounds, this study puts forth five personality-based variables (consumer alienation, Machiavellianism, sensation seeking, aggressiveness, and self-esteem) and four demographic variables (gender, income, age, and education) as antecedents to past customer misbehavior. In turn, this study reveals an association between past customer misbehavior and future misbehavior intent. Structural equation modeling procedures using a sample of 380 respondents reveals support for eight of the nine specified hypotheses. The article concludes with a discussion of the study's implications for theory and practice.
References listed on IDEAS
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
- Andrew John & Jill Klein, 2003. "The Boycott Puzzle: Consumer Motivations for Purchase Sacrifice," Management Science, INFORMS, vol. 49(9), pages 1196-1209, September.
- Richins, Marsha L, 1983. " An Analysis of Consumer Interaction Styles in the Marketplace," Journal of Consumer Research, Oxford University Press, vol. 10(1), pages 73-82, June.
- Strutton, David & Vitell, Scott J. & Pelton, Lou E., 1994. "How consumers may justify inappropriate behavior in market settings: An application on the techniques of neutralization," Journal of Business Research, Elsevier, vol. 30(3), pages 253-260, July.
- Al-Khatib, Jamal A. & Malshe, Avinash & AbdulKader, Mazen, 2008. "Perception of unethical negotiation tactics: A comparative study of US and Saudi managers," International Business Review, Elsevier, vol. 17(1), pages 78-102, February.
- Berry, Leonard L. & Seiders, Kathleen, 2008. "Serving unfair customers," Business Horizons, Elsevier, vol. 51(1), pages 29-37.
- Mulki, Jay Prakash & Jaramillo, Fernando & Locander, William B., 2006. "Emotional exhaustion and organizational deviance: Can the right job and a leader's style make a difference?," Journal of Business Research, Elsevier, vol. 59(12), pages 1222-1230, November.
- Kallis, M. Jeffery & Vanier, Dinoo J., 1985. "Consumer shoplifting: Orientations and deterrents," Journal of Criminal Justice, Elsevier, vol. 13(5), pages 459-473.
- 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.
- Faber, Ronald J & O'Guinn, Thomas C, 1992. " A Clinical Screener for Compulsive Buying," Journal of Consumer Research, Oxford University Press, vol. 19(3), pages 459-69, December.
- Shanahan, Kevin J. & Hyman, Michael R., 2010. "Motivators and enablers of SCOURing: A study of online piracy in the US and UK," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1095-1102, September.
- Lambert, Zarrel V., 1981. "Profiling demographic characteristics of alienated consumers," Journal of Business Research, Elsevier, vol. 9(1), pages 65-86, March.
- Funches, Venessa & Markley, Melissa & Davis, Lenita, 2009. "Reprisal, retribution and requital: Investigating customer retaliation," Journal of Business Research, Elsevier, vol. 62(2), pages 231-238, February.
When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:64:y:2011:i:10:p:1034-1042. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Shamier, Wendy)
If references are entirely missing, you can add them using this form.