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Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service

Daunt, Kate and Harris, Lloyd Cameron 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28 (1-2) , pp. 129-153. 10.1080/0267257X.2011.619149

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Abstract

Although wide agreement exists between scholars and marketing practitioners concerning the prevalence of dysfunctional customer behaviour, to date empirical research into this phenomenon is lacking. This article aims to identify empirically grounded categories of dysfunctional customer behaviours and examine the extent to which customers' perceptions of physical servicescape environments, social facets of servicescape, and customer disaffection with service differ for each category. Based on a quantitative sample of 380 consumer perpetrators, cluster analysis reveals three clusters of dysfunctional customer behaviour forms labelled ‘petty norm infringements’, ‘felonious norm infringements’, and ‘belligerent norm infringements’. Subsequent variance analysis assesses the perceived differences between perceived physical servicescape, social servicescape, and customer disaffection for each identified form cluster. Specifically, the study findings reveal statistically significant differences between the forms of dysfunctional customer behaviour that are perpetrated across different service environments. The article concludes with a discussion of the implications of the study for theorists and practitioners.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
Uncontrolled Keywords: Dysfunctional customer behaviour; Consumer deviance; Servicescape; Forms; Dissatisfaction; Inequity
Publisher: Taylor & Francis
ISSN: 0267-257X
Last Modified: 20 Oct 2017 09:23
URI: http://orca.cf.ac.uk/id/eprint/22832

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