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Serving unfair customers

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Cited by:

  1. Yahua Bi & Sooyoung Choi & Jie Yin & Insin Kim, 2021. "Stress on Frontline Employees from Customer Aggression in the Restaurant Industry: The Moderating Effect of Empowerment," Sustainability, MDPI, vol. 13(3), pages 1-15, January.
  2. Khantimirov, Denis & Karande, Kiran & Ford, John, 2020. "Dissatisfaction after service failures as a realized transaction risk: Customer opportunism as a function of external and internal rewards," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
  3. Johnson, Jeff S., 2023. "How business-to-business salespeople deal with buying center dissenters," International Journal of Research in Marketing, Elsevier, vol. 40(3), pages 590-608.
  4. van Laer, Tom & de Ruyter, Ko & Cox, David, 2013. "A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 14-27.
  5. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
  6. 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.
  7. Khantimirov, Denis & Karande, Kiran, 2018. "Complaint as a persuasion attempt: Front line employees’ perceptions of complaint legitimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 68-76.
  8. Bernard Cova & Gerald Gaglio & Juliette Weber & Philippe Chanial, 2018. "Organizational Sensemaking of Non-ethical Consumer Behavior: Case Study of a French Mutual Insurance Company," Journal of Business Ethics, Springer, vol. 148(4), pages 783-799, April.
  9. Seger-Guttmann, Tali, 2019. "Customers' irrational beliefs: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 54-66.
  10. Seger-Guttmann, Tali & Vilnai-Yavetz, Iris & Wang, Chen-Ya & Petruzzellis, Luca, 2018. "Illegitimate returns as a trigger for customers’ ethical dissonance," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 120-131.
  11. Chen, Yi-Mu & Huang, Tseng-Lung, 2016. "Do the warning notices decrease or increase opportunistic behavior in cinemas?," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 227-233.
  12. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
  13. Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
  14. Mills, Paul & Groening, Christopher, 2021. "The role of social acceptability and guilt in unethical consumer behavior: Following the crowd or their own moral compass?," Journal of Business Research, Elsevier, vol. 136(C), pages 377-388.
  15. Tine Bock & Iris Vermeir & Patrick Kenhove, 2013. "“What’s the Harm in Being Unethical? These Strangers are Rich Anyway!” Exploring Underlying Factors of Double Standards," Journal of Business Ethics, Springer, vol. 112(2), pages 225-240, January.
  16. Clark, Moira K. & Lages, Cristiana Raquel & Hollebeek, Linda D., 2020. "Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm," Journal of Business Research, Elsevier, vol. 121(C), pages 549-556.
  17. Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
  18. 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.
  19. Olaleye Banji Rildwan & Lekunze Joseph Nembo & Olorunsola Folasade Funmi, 2024. "Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract," Studia Universitatis „Vasile Goldis” Arad – Economics Series, Sciendo, vol. 34(3), pages 60-78.
  20. Harris, Lloyd C. & Ogbonna, Emmanuel, 2009. "Service sabotage: The dark side of service dynamics," Business Horizons, Elsevier, vol. 52(4), pages 325-335, July.
  21. 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.
  22. Lages, Cristiana R. & Perez-Vega, Rodrigo & Kadić-Maglajlić, Selma & Borghei-Razavi, Niloofar, 2023. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework," Journal of Business Research, Elsevier, vol. 161(C).
  23. Jialin Liu & Xinyu Liu & Hongbo Gao, 2025. "Moderated Mediation Analysis of the Relationship Between Inclusive Leadership and Innovation Behavior," Sustainability, MDPI, vol. 17(9), pages 1-20, April.
  24. Hyunah Chung & Wei Quan & Bonhak Koo & Antonio Ariza-Montes & Alejandro Vega-Muñoz & Gabriele Giorgi & Heesup Han, 2021. "A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?," IJERPH, MDPI, vol. 18(12), pages 1-18, June.
  25. Axel v. Werder, 2011. "Corporate Governance and Stakeholder Opportunism," Organization Science, INFORMS, vol. 22(5), pages 1345-1358, October.
  26. 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).
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