The Consequences of Dysfunctional Customer Behavior

Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional customers who deliberately or unintentionally disrupt service in a manner that negatively affects the organization or other customers. However, to date, no study has explicitly focused on the consequences of such dysf...

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Veröffentlicht in:	Journal of service research : JSR 2003-11, Vol.6 (2), p.144-161
Hauptverfasser:	Harris, Lloyd C., Reynolds, Kate L.
Format:	Artikel
Sprache:	eng
Schlagworte:	Brand loyalty Consumer behavior Consumers Customer services Employees Marketing Quality of service Service industries Sovereignty Studies Theory
Online-Zugang:	Volltext
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