Chaouali, W., Hammami, S.M., Cristóvão Veríssimo, J.M. et al. (3 more authors) (2022) Customers who misbehave: identifying restaurant guests “acting out” via asymmetric case models. Journal of Retailing and Consumer Services, 66. 102897. ISSN 0969-6989
Abstract
This study uncovers the impact of combined dark triad personality traits, firm's power, and customer demographic characteristics. It uses a sample of 263 restaurant customers. The findings include customer configurations indicating misbehavior and non-misbehavior cases. From a theoretical perspective, the study questions the philosophy of customer sovereignty and applies asymmetric case-based modeling to identify configurations indicating misbehavior customers and non-misbehavior customers. Strategy implications: from a managerial perspective and to tackle misbehavior, firms should use coercive power (e.g., suing customers who misbehave), reward power (e.g., recognition and flattery when customers behave properly), and referent power (e.g., enforcing customers' affective attachment).
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2022 Elsevier Ltd. This is an author produced version of a paper subsequently published in Journal of Retailing and Consumer Services. Uploaded in accordance with the publisher's self-archiving policy. Article available under the terms of the CC-BY-NC-ND licence (https://creativecommons.org/licenses/by-nc-nd/4.0/). |
Keywords: | Asymmetry; Case; Customer misbehavior; Hospitality; Restaurant; Tourism |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 20 Jan 2022 16:06 |
Last Modified: | 08 Jul 2023 00:13 |
Status: | Published |
Publisher: | Elsevier |
Refereed: | Yes |
Identification Number: | 10.1016/j.jretconser.2021.102897 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:182786 |