Journal of Services Marketing: Volume 24 Issue 6

Customers behaving badly: a state of the art review, research agenda and implications for practitioners

Ray Fisk, Stephen Grove, Lloyd C. Harris, Dominique A. Keeffe, Kate L. Daunt, Rebekah Russell‐Bennett, Jochen Wirtz

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…

Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic

Loïc Plé, Rubén Chumpitaz Cáceres

Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions…

Deviant employees and dreadful service encounters: customer tales of discord and distrust

Anthony Patterson, Steve Baron

The purpose of this paper is to explore poor service encounters from the customer's perspective.

Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums

Sven Tuzovic

Following the perspective of frustration theory customer frustration incidents lead to frustration behavior such as protest (negative word‐of‐mouth). On the internet customers can…

Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies

Lorraine A. Friend, Carolyn L. Costley, Charis Brown

The purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail…

Drawing the line: how inspectors enact deviant behaviors

Jean‐Baptiste Suquet

The paper seeks to show frontline employee sensemaking in service encounters. The purpose is to reveal the processual nature of the dysfunctional behavior category and to point…

The international search for ethics norms: which consumer behaviors do consumers consider (un)acceptable?

Larry Neale, Sam Fullerton

Businesses cannot rely on their customers to always do the right thing. To help researchers and service providers better understand the dark (and light) side of customer behavior…

Sway: The Irresistible Pull of Irrational Behaviour

Kate L. Daunt

Guest editorial

Lloyd C. Harris, Rebekah Russell-Bennett

Executive summary and implications for managers and executives