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Research article

First published 2020-9

Restaurant Employee Service Sabotage and Customer Deviant Behaviors: The Moderating Role of Corporate Reputation

Hsin-Hui Hu “Sunny” Hu, Hung-Sheng “Herman” Lai, Brian King

Journal of Hospitality & Tourism Research

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Research article

First published 2021-11

Reducing Customer-Directed Deviant Behavior: The Roles of Psychological Detachment and Supervisory Unfairness

Young Ho Song, Daniel P. Skarlicki, Ruodan Shao [...]

Journal of Management

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Research article

First published 2023-8

Not My Circus,Not my Monkeys? Frontline Employee Perceptions of Customer Deviant Behaviors and Service Firms’ Guardianship Policies

Patrick B. Fennell, Melanie P. Lorenz, Kristina K. Lindsey Hall [...]

Journal of Service Research

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Review article

First published 2012-8

From bad to worse

Markus Groth, Alicia Grandey

Organizational Psychology Review

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Research article

First published 2026-2

How Organizational Cynicism Can Promote Customer-Directed Deviance Via Employee Resource Depletion And How Experiencing Supervisory Support May Help Overcome This Effect

Karim Mignonac, Sarah Boujendar, Gwenaëlle Bergon

Group & Organization Management

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Research article

First published 2021-12

Knocking sovereign customers off their pedestals? When contact staff educate,amateurize,and penalize deviant customers

Aurélien Rouquet, Jean-Baptiste Suquet

Human Relations

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Research article

First published 2002-02

Exploring Service Sabotage

Lloyd C. Harris, Emmanuel Ogbonna

Journal of Service Research

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Research article

First published 2019-1

The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers

Haemi Kim, Hailin Qu

Journal of Hospitality & Tourism Research

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