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.
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
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.:
- Berry, Leonard L. & Seiders, Kathleen, 2008. "Serving unfair customers," Business Horizons, Elsevier, vol. 51(1), pages 29-37.
- Lambert, Zarrel V., 1981. "Profiling demographic characteristics of alienated consumers," Journal of Business Research, Elsevier, vol. 9(1), pages 65-86, March.
- 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.
- 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.
- 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.
- 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.
- Kallis, M. Jeffery & Vanier, Dinoo J., 1985. "Consumer shoplifting: Orientations and deterrents," Journal of Criminal Justice, Elsevier, vol. 13(5), pages 459-473.
- 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.
- 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.
- Andrew John & Jill Klein, 2003. "The Boycott Puzzle: Consumer Motivations for Purchase Sacrifice," Management Science, INFORMS, vol. 49(9), pages 1196-1209, September.
- 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.
- 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.
- Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
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 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 references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link 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 profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.