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Open access

Research article

First published 2016-2

Contagious Effects of Customer Misbehavior in Access-Based Services

Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller) [...]

Journal of Service Research

Open access

Research article

First published 2023-8

Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It

Ilias Danatzis, Jana Möller-Herm

Journal of Service Research

Retricted access

Research article

First published 2012-12

Dealing with customer misbehaviour

Per Echeverri, Nicklas Salomonson, Annika Åberg

Marketing Theory

Retricted access

Book review

First published 2014-7

Book Review: The Power of Customer Misbehaviour: Drive Growth and Innovation by Learning from your Customers

Alan Wilson

International Journal of Market Research

Retricted access

Research article

First published 1994-10

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr

Journal of Marketing

Retricted access

Research article

First published 2019-8

Beyond Tit-for-Tat: Theorizing Divergent Employee Reactions to Customer Mistreatment

Rajiv K. Amarnani, Prashant Bordia, Simon Lloyd D. Restubog

Group & Organization Management

Retricted access

Research article

First published 2023-11

Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers

Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai [...]

Journal of Service Research

Retricted access

Research article

First published 2017-5

The Social Dimension of Service Interactions

Alexander P. Henkel, Johannes Boegershausen, Anat Rafaeli [...]

Journal of Service Research

Retricted access

Research article

First published 2006-10

Service Sabotage: A Study of Antecedents and Consequences

Lloyd C. Harris, Emmanuel Ogbonna

Journal of the Academy of Marketing Science

Retricted access

Review article

First published 2019-02-07

The impact of customer incivility and verbal aggression on service providers: A systematic review

Valentina Sommovigo, Ilaria Setti, Piergiorgio Argentero [...]

WORK: A Journal of Prevention,Assessment & Rehabilitation

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