The Perception of Customer Misbehavior in the Norwegian Retail Sector
Customer misbehavior signifies behaviors within the exchange setting that violates the generally accepted norms of conduct in consumption situations, and has become a serious problem faced by many service oriented businesses. The aim of this thesis was to identify what service providers and customer...
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creator | Holst, Silje Simensen Pettersen, Thea Rebekka Skarheim |
description | Customer misbehavior signifies behaviors within the exchange setting that violates
the generally accepted norms of conduct in consumption situations, and has become
a serious problem faced by many service oriented businesses. The aim of this thesis
was to identify what service providers and customers, as well as women and men
perceive as customer misbehavior in the Norwegian retail sector. We believe such
a focus is salient so that organizations can assure a safe work environment for their
employees, preserve a safe service encounter for every customer, and prevent
failure on the expense of the organization.
Based on a review of the literature on customer misbehavior, an online survey was
distributed to service providers and customers across Norway. The survey consisted
of two designs: a quasi-experimental study and a vignette experiment. The quasiexperimental
study was used to examine participants’ perception of three
misbehaviors, namely verbal aggression, physical aggression, and sexual
harassment. Each dimension was measured independently. The vignette experiment
was used to investigate if the gender of the service provider influenced participants’
perception of verbal abuse. A total of 948 respondents participated in the survey.
An analysis of the responses showed a significant main effect between women and
men in all three concepts of misbehavior. However, the current study could not find
a significant main effect between service providers and customers. In addition, the
analysis could not find an interaction effect between service providers and
customers, as well as between women and men in their perception of verbal abuse
based on the gender of the service provider. Hence, the study contributed to the
broader service literature through a more throughout insight into the understudied
dark side of customer misbehavior in the Norwegian retail sector, as well as
introducing national culture to the equation of gender-incongruence. These results
indicate that expectations regarding acceptable conduct are a culturally driven
phenomenon, with its deeply embedded norms and values. On this basis, it is
recommended that future research dig deeper into specific behaviors and connect
them to the unique norms and values embedded in the Norwegian society. |
format | Dissertation |
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the generally accepted norms of conduct in consumption situations, and has become
a serious problem faced by many service oriented businesses. The aim of this thesis
was to identify what service providers and customers, as well as women and men
perceive as customer misbehavior in the Norwegian retail sector. We believe such
a focus is salient so that organizations can assure a safe work environment for their
employees, preserve a safe service encounter for every customer, and prevent
failure on the expense of the organization.
Based on a review of the literature on customer misbehavior, an online survey was
distributed to service providers and customers across Norway. The survey consisted
of two designs: a quasi-experimental study and a vignette experiment. The quasiexperimental
study was used to examine participants’ perception of three
misbehaviors, namely verbal aggression, physical aggression, and sexual
harassment. Each dimension was measured independently. The vignette experiment
was used to investigate if the gender of the service provider influenced participants’
perception of verbal abuse. A total of 948 respondents participated in the survey.
An analysis of the responses showed a significant main effect between women and
men in all three concepts of misbehavior. However, the current study could not find
a significant main effect between service providers and customers. In addition, the
analysis could not find an interaction effect between service providers and
customers, as well as between women and men in their perception of verbal abuse
based on the gender of the service provider. Hence, the study contributed to the
broader service literature through a more throughout insight into the understudied
dark side of customer misbehavior in the Norwegian retail sector, as well as
introducing national culture to the equation of gender-incongruence. These results
indicate that expectations regarding acceptable conduct are a culturally driven
phenomenon, with its deeply embedded norms and values. On this basis, it is
recommended that future research dig deeper into specific behaviors and connect
them to the unique norms and values embedded in the Norwegian society.</description><language>eng</language><publisher>Handelshøyskolen BI</publisher><subject>change ; leadership</subject><creationdate>2019</creationdate><rights>info:eu-repo/semantics/openAccess</rights><oa>free_for_read</oa><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>230,311,780,885,4052,26567</link.rule.ids><linktorsrc>$$Uhttp://hdl.handle.net/11250/2624865$$EView_record_in_NORA$$FView_record_in_$$GNORA$$Hfree_for_read</linktorsrc></links><search><creatorcontrib>Holst, Silje Simensen</creatorcontrib><creatorcontrib>Pettersen, Thea Rebekka Skarheim</creatorcontrib><title>The Perception of Customer Misbehavior in the Norwegian Retail Sector</title><description>Customer misbehavior signifies behaviors within the exchange setting that violates
the generally accepted norms of conduct in consumption situations, and has become
a serious problem faced by many service oriented businesses. The aim of this thesis
was to identify what service providers and customers, as well as women and men
perceive as customer misbehavior in the Norwegian retail sector. We believe such
a focus is salient so that organizations can assure a safe work environment for their
employees, preserve a safe service encounter for every customer, and prevent
failure on the expense of the organization.
Based on a review of the literature on customer misbehavior, an online survey was
distributed to service providers and customers across Norway. The survey consisted
of two designs: a quasi-experimental study and a vignette experiment. The quasiexperimental
study was used to examine participants’ perception of three
misbehaviors, namely verbal aggression, physical aggression, and sexual
harassment. Each dimension was measured independently. The vignette experiment
was used to investigate if the gender of the service provider influenced participants’
perception of verbal abuse. A total of 948 respondents participated in the survey.
An analysis of the responses showed a significant main effect between women and
men in all three concepts of misbehavior. However, the current study could not find
a significant main effect between service providers and customers. In addition, the
analysis could not find an interaction effect between service providers and
customers, as well as between women and men in their perception of verbal abuse
based on the gender of the service provider. Hence, the study contributed to the
broader service literature through a more throughout insight into the understudied
dark side of customer misbehavior in the Norwegian retail sector, as well as
introducing national culture to the equation of gender-incongruence. These results
indicate that expectations regarding acceptable conduct are a culturally driven
phenomenon, with its deeply embedded norms and values. On this basis, it is
recommended that future research dig deeper into specific behaviors and connect
them to the unique norms and values embedded in the Norwegian society.</description><subject>change</subject><subject>leadership</subject><fulltext>true</fulltext><rsrctype>dissertation</rsrctype><creationdate>2019</creationdate><recordtype>dissertation</recordtype><sourceid>3HK</sourceid><recordid>eNqNyrEKwkAMANBbHET9h_gBgj1tcS8VF0W0-xGPtA3Ui-Si_r4OfoDTW97UNe1AcCaN9DCWBNJB_cwmd1I4cr7RgC8WBU5g33kSfVPPmOBChjzClaKJzt2kwzHT4ufMLfdNWx9WUTkbp5BEMRSFL9fBV367q8rNP-cDrm4yZw</recordid><startdate>2019</startdate><enddate>2019</enddate><creator>Holst, Silje Simensen</creator><creator>Pettersen, Thea Rebekka Skarheim</creator><general>Handelshøyskolen BI</general><scope>3HK</scope></search><sort><creationdate>2019</creationdate><title>The Perception of Customer Misbehavior in the Norwegian Retail Sector</title><author>Holst, Silje Simensen ; Pettersen, Thea Rebekka Skarheim</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-cristin_nora_11250_26248653</frbrgroupid><rsrctype>dissertations</rsrctype><prefilter>dissertations</prefilter><language>eng</language><creationdate>2019</creationdate><topic>change</topic><topic>leadership</topic><toplevel>online_resources</toplevel><creatorcontrib>Holst, Silje Simensen</creatorcontrib><creatorcontrib>Pettersen, Thea Rebekka Skarheim</creatorcontrib><collection>NORA - Norwegian Open Research Archives</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Holst, Silje Simensen</au><au>Pettersen, Thea Rebekka Skarheim</au><format>dissertation</format><genre>dissertation</genre><ristype>THES</ristype><btitle>The Perception of Customer Misbehavior in the Norwegian Retail Sector</btitle><date>2019</date><risdate>2019</risdate><abstract>Customer misbehavior signifies behaviors within the exchange setting that violates
the generally accepted norms of conduct in consumption situations, and has become
a serious problem faced by many service oriented businesses. The aim of this thesis
was to identify what service providers and customers, as well as women and men
perceive as customer misbehavior in the Norwegian retail sector. We believe such
a focus is salient so that organizations can assure a safe work environment for their
employees, preserve a safe service encounter for every customer, and prevent
failure on the expense of the organization.
Based on a review of the literature on customer misbehavior, an online survey was
distributed to service providers and customers across Norway. The survey consisted
of two designs: a quasi-experimental study and a vignette experiment. The quasiexperimental
study was used to examine participants’ perception of three
misbehaviors, namely verbal aggression, physical aggression, and sexual
harassment. Each dimension was measured independently. The vignette experiment
was used to investigate if the gender of the service provider influenced participants’
perception of verbal abuse. A total of 948 respondents participated in the survey.
An analysis of the responses showed a significant main effect between women and
men in all three concepts of misbehavior. However, the current study could not find
a significant main effect between service providers and customers. In addition, the
analysis could not find an interaction effect between service providers and
customers, as well as between women and men in their perception of verbal abuse
based on the gender of the service provider. Hence, the study contributed to the
broader service literature through a more throughout insight into the understudied
dark side of customer misbehavior in the Norwegian retail sector, as well as
introducing national culture to the equation of gender-incongruence. These results
indicate that expectations regarding acceptable conduct are a culturally driven
phenomenon, with its deeply embedded norms and values. On this basis, it is
recommended that future research dig deeper into specific behaviors and connect
them to the unique norms and values embedded in the Norwegian society.</abstract><pub>Handelshøyskolen BI</pub><oa>free_for_read</oa></addata></record> |
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subjects | change leadership |
title | The Perception of Customer Misbehavior in the Norwegian Retail Sector |
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