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Perspektiven des Dienstleistungsmanagements pp 219–239Cite as

Customer Misbehavior Perception from the Other Customers’ Perspective

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Abstract

Customer misbehavior is no longer a rarely occurring incident but is in fact widespread in many service contexts. It comprises actions by customers that violate generally accepted norms of conduct, disrupt service encounters, and can cause harm to firms, service employees, and other customers. In previous literature, a negative basic attitude towards customer misbehavior has been assumed, in that other customers held it in disrepute. The actual processing, however, has not yet been addressed. Further in-depth research on the cognitive processing and evaluation of customer misbehavior is, therefore, required. In order to meet this demand, this research investigates how customer misbehavior is perceived from the other customers’ perspective, which factors influence the perceptions of customer misbehavior from the other customers’ perspective, how other customers cognitively process customer misbehaviour, and how other customers evaluate service employees’ reactions towards customer misbehaviour.

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Authors and Affiliations

  1. Lehrstuhl für Dienstleistungsmanagement, Universität Rostock, Rostock, Germany

    Martin Benkenstein & Katja Rummelhagen

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  1. Martin Benkenstein
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  2. Katja Rummelhagen
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Correspondence to Martin Benkenstein .

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Editors and Affiliations

  1. Technische Universität Kaiserslautern, Kaiserslautern, Germany

    Stefan Roth

  2. Norwegian School of Sport Sciences, Oslo, Norway

    Chris Horbel

  3. Universität des Saarlandes, Saarbrücken, Germany

    Bastian Popp

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Benkenstein, M., Rummelhagen, K. (2020). Customer Misbehavior Perception from the Other Customers’ Perspective. In: Roth, S., Horbel, C., Popp, B. (eds) Perspektiven des Dienstleistungsmanagements . Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-28672-9_12

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  • DOI: https://doi.org/10.1007/978-3-658-28672-9_12

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