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Customers who misbehave: Identifying restaurant guests “acting out” via asymmetric case models
Journal of Retailing and Consumer Services ; 66:102897, 2022.
Article in English | ScienceDirect | ID: covidwho-1611888
ABSTRACT
This study uncovers the impact of combined dark triad personality traits, firm's power, and customer demographic characteristics. It uses a sample of 263 restaurant customers. The findings include customer configurations indicating misbehavior and non-misbehavior cases. From a theoretical perspective, the study questions the philosophy of customer sovereignty and applies asymmetric case-based modeling to identify configurations indicating misbehavior customers and non-misbehavior customers. Strategy implications from a managerial perspective and to tackle misbehavior, firms should use coercive power (e.g., suing customers who misbehave), reward power (e.g., recognition and flattery when customers behave properly), and referent power (e.g., enforcing customers' affective attachment).
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Full text: Available Collection: Databases of international organizations Database: ScienceDirect Language: English Journal: Journal of Retailing and Consumer Services Year: 2022 Document Type: Article

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Full text: Available Collection: Databases of international organizations Database: ScienceDirect Language: English Journal: Journal of Retailing and Consumer Services Year: 2022 Document Type: Article