• 한국의류학회지
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• 제34권7호
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• pp.1126-1137
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• 2010

Customer misbehavior is a behavior that disrupts generally accepted behavioral norms in consumption situations. This study examined customer misbehavior in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from a customer viewpoint. Qualitative data were collected from individual in-depth interviews, and 149 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Motivations included monetary gain, adventurism, perceived acceptability of misbehavior, planned unfair complaints, and retaliation. Customers showed a negative image to unkind employees and stores yielding to misbehaviors that were learned and socialized among customers. The study further discusses implications.

• 유통과학연구
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• 제15권1호
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• 한국의류학회지
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• 제34권7호
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• pp.1220-1231
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• 2010

This study examined customer misbehaviors in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from the employee's perspectives. Qualitative data were collected from an individual interview method, and 222 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, unreasonable demands, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Behavioral backgrounds included dissatisfaction, unreasonable expectations, actively benefiting of service failures, taking advantage of service standards, illegitimate complaints, monetary gains, transferring responsibility, and demanding special treatment. Employees experienced stress facing misbehaving customers with no other choice except to accept misbehaviors and learned misbehaviors as customers themselves. The study further discusses the implications.

• 경영과정보연구
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• 제36권4호
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• pp.103-116
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• 2017

본 연구의 목적은 서비스 산업에서 고객의 '블랙컨슈머 행동'을 지각한 종사원이 조직에 미치는 부정적 행동인 '조직일탈행동'에 미치는 영향과 조직내 '격려'의 조절효과를 분석을 통해 관리적 시사점의 제공이다. 특히, Adler(1991)는 격려가 개인의 인지적 도식 틀에 긍정적 기대를 주입하는 것으로 인지, 정서, 행동에 긍정적 영향을 미친다고 주장(Dinkmeyer and Losoncy, 1996)하였다. 이러한 Adler(1991) 주장을 근거로 고객의 블랙컨슈머 행동을 지각한 노동자의 반응행동에 대한 격려의 조절효과를 실증적으로 분석하였다. 선행연구를 바탕으로 블랙컨슈머 행동, 조직일탈행동, 격려에 대한 연구모형을 설계하였다. 2015년 11월 15일부터 12월 3일까지 부산지역 호텔, 카지노, 면세점 그리고 외식 서비스 종사원 323명을 대상으로 설문지를 배포하였다. 그 중 279부를 회수(회수율은 86.4%)하였고, 회수된 설문지 중에서 무성의한 응답 또는 무응답이 많은 부실응답 설문지를 제외하여 262부를 최종 분석에 사용하였다. 실증분석 결과 블랙컨슈머 행동은 조직일탈행동에 유의한 영향을 미치고, 격려는 블랙컨슈머 행동 중 과도성과 조직일탈행동에 대한 유의적인 조절효과가 있다는 결과를 확인할 수 있었다. 이러한 실증분석 결과를 바탕으로 블랙컨슈머에 노출된 서비스 노동자에 대한 관리적 시사점을 제공하였다.

• 한국의류산업학회지
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• 제12권5호
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• pp.591-598
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• 2010

Customer misbehavior can affect dissatisfaction and negative behavioral responses of other customers at the service encounter. This study explored other customer and retail employee reponses to customer anger and aggressive behaviors at the service encounter by examining the perceived wrongness of such behaviors under different situations and comparing the two perspectives of retail employees and consumers. Three scenarios were developed representing different situations including firm's responsibility, both of customer and employee responsibilities, and uncontrollable one. Data were collected from individual interviews with 222 retail employees and 149 consumers. The results showed that the consumers' perceived wrongness of customer aggressions were higher comparing to that of employees. The reasons of perceived wrongness were different by three situations implying that responsibility and controllability affected the perceived wrongness. The study further discusses implications.