Addressing customer misbehavior contagion in access-based services

Abstract

Purpose

Access-based services (ABSs) provide short-term access to goods, physical facilities, space or labor in exchange for access fees without transferring legal ownership (e.g. bike-sharing). This study aims to investigate what service providers can do to minimize financial losses when customers misbehave with the service providers’ assets in ABSs. The study also examines the effects of product misuse on subsequent customers and what factors may mitigate it.

Design/methodology/approach

The study uses a scenario-based experiment to test the conceptual model.

Findings

Injunctive norms reduce the mediating effect of descriptive norms on misbehavior contagion. As generally accepted and approved (injunctive) norms become salient, they override the impact of prevailing (descriptive) norms, thereby breaking the vicious cycle of misbehavior contagion. Customer-company identification (CCI) and reduced interpersonal anonymity mitigate the effects of previous misbehavior on misbehavior contagion.

Practical implications

ABS firms should strive to mitigate the financial and reputational losses they suffer from customer misbehavior. Such mitigation would be a win-win for the ABS firm (reduced misbehavior) and the customers (improved user experience).

Originality/value

The research complements prior research highlighting the role of social norms in misbehavior contagion. The study demonstrates the role of boundary conditions by investigating the interactive effects of descriptive and injunctive norms. In addition, it shows the positive impact of CCI and reduced interpersonal anonymity on containing misbehavior contagion.

Citation

Srivastava, H.S., Jayasimha, K.R. and Sivakumar, K. (2022), "Addressing customer misbehavior contagion in access-based services", Journal of Services Marketing, Vol. 36 No. 6, pp. 849-861. https://doi.org/10.1108/JSM-04-2021-0121