Scale Development of Customers’ Reactions to Other-Customer Misbehavior

Abstract:

Customer misbehavior tends to descend service delivery efficiency and social civilization and has become an important and difficult problem of service enterprises, with a small amount of researches and even less in China. The studies remain on the qualitative analysis and the quantity of researches on the consequence is the least. Therefore, based on the existing literature review, deep interviews and open questionnaires survey, this paper uses the widely accepted tool for the development of measurement methods, and develops a reliable and effective scale of customers’ reactions to other-customer misbehavior, which could be the measurement tool for further researches.

• Periodical: Advanced Materials Research (Volumes 204-210)
• Pages: 528-532
• DOI: https://doi.org/10.4028/www.scientific.net/AMR.204-210.528
• Online since: February 2011
• Authors: Yan Ma, Chun Xiao Xia, Guang Wei Fan, Lan Ma
• Keywords: Misbehavior, Other-Customer, Reaction

References

[1] Grandey, Alicia A., David N. Dickter and Hock-Pen Sin, The Customer Is Not, Always Right: Customer Aggression and Emotion Regulation of Service Employees, Journal of Organizational Behavior, 25 (3), 397-418, (2004).

DOI: 10.1002/job.252

[2] USDAW, Life on the Frontline: A Report on Shopworker's Experience of Work-Related Violence and Abuse, (June), Manchester, UK: Union of Shop, Distributive and Allied Workers, (2004).

[3] Bamfield, Joshua, European Retail Theft Barometer: Monitoring the Costs of Shrinkage and Crime for Europe's Retailers. Nottingham, UK: Centre for Retail Research, (2006).

[4] Fullerton, Ronald A. and Girish Punj, Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior, Journal of Business Research, 57 (11), 1239-1244, (2004).

DOI: 10.1016/s0148-2963(02)00455-1

[5] Fullerton, Ronald A. and Girish Punj, Choosing to Misbehave: A Structural Model of Aberrant Consumer Behavior, Advances in Consumer Research, 20, 570-574, (1993).

[6] Harris, Lloyd C. and Kate L. Reynolds, Jaycustomer Behavior: An Exploration of Types and Motives in the Hospitality Industry, Journal of Services Marketing, 18 (5), 339-357, (2004).

DOI: 10.1108/08876040410548276

[7] Harris, Lloyd C. and Kate L. Reynolds, The Consequences of Dysfunctional Customer Behavior, Journal of Service Research, 6 (2), 144-161. (2003).

[8] Mills, M.K. and Bonoma, T.V. Deviant consumer behavior: new challenge for marketing research [R]. in Educators Conference Proceedings, American Marketing Association, Chicago, IL, 1979, 445-449.

[9] Bitner, M.J., Booms, B.H. and Mohr, L. Critical service encounters: the employee's viewpoint [J]. Journal of Marketing, 1994, 58, October: 95-106.

DOI: 10.1177/002224299405800408

[10] Strutton, D., Vitell, S.J. and Pelton, L.E. How consumers may justify inappropriate behavior in market settings: an application on the techniques of neutralization [J], Journal of Business Research, 1994, 30(2): 253-260.

DOI: 10.1016/0148-2963(94)90055-8