Customers behaving badly : a state of the art review, research agenda and implications for practitioners
| Data(s) |
2010
|
|---|---|
| Resumo |
The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy avenues for future study. |
| Formato |
application/pdf |
| Identificador | |
| Publicador |
Emerald |
| Relação |
http://eprints.qut.edu.au/39836/1/39836.pdf DOI:10.1108/08876041011072537 Fisk, Ray, Grove, Stephen, Harris, Lloyd, Keeffe, Dominique A., Daunt, Kate, Russell-Bennett, Rebekah, & Wirtz, Jochen (2010) Customers behaving badly : a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing, 24(6), pp. 417-429. |
| Direitos |
Copyright 2010 Emerald |
| Fonte |
School of Advertising, Marketing & Public Relations |
| Palavras-Chave | #Consumer behaviour #Consumers #Research #Service levels #Employee attitudes #Customers |
| Tipo |
Journal Article |
