Abstract
Customer misbehavior has become a more and more important topic both in reality and theory, with few researches especially in China. This paper classifies general customer misbehavior at service encounter in restaurants by critical incident technique. The results show that customer misbehavior’s object can be the enterprises, customer-contact employees and customers (other customers and even customers themselves). In addition, this paper discusses the consequences of customer misbehaviors from its direct and indirect effects, and enterprises should pay more attention to the latter one.
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Ma, Y., Deng, J., Fan, G. (2012). The Categorization and Consequences of Customer Misbehaviors. In: Jin, D., Lin, S. (eds) Advances in Electronic Commerce, Web Application and Communication. Advances in Intelligent and Soft Computing, vol 148. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28655-1_29
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DOI: https://doi.org/10.1007/978-3-642-28655-1_29
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-28654-4
Online ISBN: 978-3-642-28655-1
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