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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.

In reviewing recent and past advances in the study of customers behaving badly, an overview of existing research into customers behaving badly and addressing issues of terminology and definition is provided. Thereafter, three perspectives that provide the most opportunity and insight in studying the darker side of service dynamics are outlined. This leads to a review of some of the research design and methodological problems and issues that are faced when rigorously studying these issues. Subsequently, the paper devotes a section to the provocative idea that while dysfunctional customer behavior has many negative influences on customers, employees, and service firms, there are actually some positive functions of customers behaving badly.

A research agenda is provided that is believed to identify and discuss a range of projects that comprises not only insightful theoretical contributions but is also practically relevant.

The paper identifies a range of issues about which managers should be aware and proactively manage.

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.

Nalini Ambady is a Professor at Tufts University's Psychology Department, and conducts research on interpersonal judgment.

As in the previous volumes of Research on Emotions in Organizations, the chapters in this book are drawn largely from the best contributions to the bi-annual International Conference on Emotions and Organizational Life. The editors of this series are the co-founders and co-organizers of this event which has come to be known as the “Emonet” conference. Eight of the chapters in this volume were selected from those papers accepted, using a double-blind peer-review process, for inclusion in the fifth Emonet conference held in Atlanta in August 2006. The conference attracted 51 submissions from which a total of 39 paper, symposium, and poster presentations were selected for inclusion on the program. Conference program submission included as chapters in this volume were selected based on their quality and interest, as well as the contribution that they make to the theme of this volume: functionality, intentionality and morality of emotions. The volume is completed by four additional invited chapters.

This article aims to explore the perpetrators of abuse among older women living in the community. The study examines whether differences between the perpetrators of different forms of abuse, and for different groups of older women (e.g. by income or age groups) can be detected. Finally, it aims to investigate whether older women talk about the abuse to family or friends, or report it to an official or formal agency, in relation to different perpetrators.

This article provides results from the prevalence study of Abuse and Violence against Older Women in Europe (AVOW‐study). The study involved scientific partners from five EU countries: Finland, Austria, Belgium, Lithuania, and Portugal. In these five countries, the same study was conducted during 2010. In total, 2,880 older women living in the community were interviewed during the course of the study.

The results indicate that 28.1per cent of older women across all countries have experienced some kind of violence and abuse, in the last 12 months, by someone who is close to them. The results offer specific figures for the prevalence of different types of abuse, i.e. physical, psychological, sexual, and financial abuse; violation of personal rights; and neglect. Furthermore, additional insights about the main perpetrators of abuse for different groups of older women are offered.

The article does not address the differences between the five countries. Further research could examine the between‐country variations and identify possible country‐specific explanations.

The implications of these findings for the development of policy and practice are highlighted. Applying only a crime‐focused approach on this topic is not sufficient. Health and social welfare sectors play a key role in ensuring dignity in, and quality of, formal and informal care and need to be supported to do so.

The paper presents the findings of an extensive multi‐national survey on abuse of older women in five European countries.

Safeguarding people who have sustained a traumatic brain injury (TBI) requires not only knowledge of safeguarding practice and procedures, but also the implications of a brain injury. This paper provides an introduction to the nature and impact of TBI upon individuals and their families. Drawing on anonymised case material and practice experience, it explores how the sequelae of TBI, in particular cognitive, emotional and behavioural changes can produce potential safeguarding issues. The person with TBI's potential vulnerability to different forms of abuse is then considered and the relevance of the legislative framework explored. The paper then summarises key points for safeguarding practice in this complex field. It concludes by emphasising that gaining knowledge of how TBI impacts on individuals and their families is essential to understand their risk of abuse. In doing so, it also highlights that simplistic dichotomies between victim and perpetrator can ignore the complexity of the interactions in which safeguarding occurs.

The purpose of this research is to understand whether service robots can safeguard servicescapes from deviant consumer behaviour. Using routine activity theory, this research examines whether increasing the perceived humanness of service robots reduces customer intentions to commit deviant consumer behaviour and whether this negative relationship is mediated by perceived empathy and perceived risk of being caught.

Five hundred and fifty-three US residents responded to a hypothetical scenario that manipulated the humanness of a service agent (from self-service technology, to robot, to human employee) across seven conditions and measured the likelihood of deviant consumer behaviour, empathy towards the service robot, perceived risk of being caught and punished and negative attitudes towards robots.

The results indicate that replacing human service agents with different types of service robots does inadvertently reduce customer perceptions of capable guardianship (i.e. the human element that deters potential offenders from committing crimes) in the servicescape and creates conditions that allow customers to perpetrate more deviant consumer behaviour.

When investing in technology such as service robots, service providers need to consider the unintended cost of customer misbehaviour (specifically deviant consumer behaviour) in their return-on-investment assessments to optimise their asset investment decisions.

Moving beyond research on customer adoption and use, this research examines the unintended consequences that might arise when deploying service robots in a technology-infused service environment. Humanised service robots offer more guardianship than self-service technology but do not replace human employees in preventing deviant consumer behaviour, as they remain more capable of deterring customer misbehaviour.

This study aims to use opportunity as a theoretical lens to investigate how the spatio-temporal and social dimensions of the consumption environment create perceived opportunities for consumers to misbehave.

Drawing on routine activity theory and social impact theory, the authors use two experiments to demonstrate that spatio-temporal and social dimensions can explain consumer theft in retail settings.

Study 1 reveals mixed empirical support for the basic dimensions of routine activity theory, which posits that the opportunity to thieve is optimised when a motivated offender, suitable target and the absence of a capable formal guardian transpire in time and space. Extending the notion of guardianship, Study 2 tests social impact theory and shows that informal guardianship impacts the likelihood of theft under optimal routine activity conditions.

The study findings highlight important implications for academicians and retail managers: rather than focusing on the uncontrollable characteristics of thieving offenders, more controllable spatio-temporal and social factors of the retail environment can be actively monitored and manipulated to reduce perceived opportunities for consumer misbehaviour.