Customer Deviance: A Framework, Prevention Strategies, and Opportunities for Future Research

The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how manager...

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Bibliographische Detailangaben

Hauptverfasser:	Fombelle, Paul, Voorhees, Clay, Jenkins, Mason, Sidaoui, Karim, Benoit, Sabine, Gruber, Thorsten, Gustafsson, Anders, Abosag, Ibrahim
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer relationship Deviant behaviors Retailing Service marketing
Online-Zugang:	Volltext bestellen
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