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Customers acting badly: Evidence from the hospitality industry


  • Daunt, Kate L.
  • Harris, Lloyd C.


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.

Suggested Citation

  • Daunt, Kate L. & Harris, Lloyd C., 2011. "Customers acting badly: Evidence from the hospitality industry," Journal of Business Research, Elsevier, vol. 64(10), pages 1034-1042, October.
  • Handle: RePEc:eee:jbrese:v:64:y:2011:i:10:p:1034-1042

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    References listed on IDEAS

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    Cited by:

    1. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
    2. Mateja Kos Koklic & Monika Kukar-Kinney & Irena Vida, 2016. "Three-Level Mechanism of Consumer Digital Piracy: Development and Cross-Cultural Validation," Journal of Business Ethics, Springer, vol. 134(1), pages 15-27, March.
    3. Currie, Graham & Delbosc, Alexa, 2017. "An empirical model for the psychology of deliberate and unintentional fare evasion," Transport Policy, Elsevier, vol. 54(C), pages 21-29.
    4. Delbosc, Alexa & Currie, Graham, 2016. "Cluster analysis of fare evasion behaviours in Melbourne, Australia," Transport Policy, Elsevier, vol. 50(C), pages 29-36.
    5. Wensley, Anthony K.P. & Navarro, Juan Gabriel Cegarra, 2015. "Overcoming knowledge loss through the utilization of an unlearning context," Journal of Business Research, Elsevier, vol. 68(7), pages 1563-1569.


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