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    Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers

    Access Status
    Fulltext not available
    Authors
    Gursoy, Dogan
    Cai, R.
    Anaya, G.
    Date
    2017
    Type
    Journal Article
    
    Metadata
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    Citation
    Gursoy, D. and Cai, R. and Anaya, G. 2017. Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers. International Journal of Contemporary Hospitality Management. 29 (9): pp. 2341-2360.
    Source Title
    International Journal of Contemporary Hospitality Management
    DOI
    10.1108/IJCHM-08-2016-0454
    ISSN
    0959-6119
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/61782
    Collection
    • Curtin Research Publications
    Abstract

    © 2017, © Emerald Publishing Limited. Purpose: This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Design/methodology/approach: Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies. Findings: The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids�, “Oral Abusers�, “Outlandish Requesters�, “Hysterical shouters�, “Poor Hygiene Manners�, “Service Rule Breakers� and “Ignorant Customers�. Practical implications: Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers. Originality/value: Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

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