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Article
Publication date: 8 January 2024

K.R. Jayasimha, Himanshu Shekhar Srivastava, K. Sivakumar and Manoharan Sivaraman

This study aims to explore consumer motivations to mitigate the contagion effect in access-based consumption after instances of prior customer misbehavior. Reverse contagion…

Abstract

Purpose

This study aims to explore consumer motivations to mitigate the contagion effect in access-based consumption after instances of prior customer misbehavior. Reverse contagion, demonstrated through customer citizenship behavior, entails using both firm-provided and personal resources to cocreate value, even in the presence of norm violations by others. The research delves into the influence of empathy, narrative appeal and past misbehavior severity on customer behavior, specifically in the context of reverse contagion.

Design/methodology/approach

Two scenario-based studies and a field study were used within the context of scooter-sharing to assess the conceptual model. Study 1 (n = 156) and Study 2 (n = 97) were conducted through surveys. Study 3 (n = 54) was a field study.

Findings

The results emphasize the crucial role of empathy in breaking the cycle of misbehavior contagion. Specifically, the findings suggest that narrative appeals have the potential foster greater empathy, encouraging customers to counteract the contagion. However, the intensity of prior misbehavior lessens the efficacy of narrative appeals in triggering reverse contagion, thereby moderating the mediating effect of empathy.

Originality/value

This study investigates reverse contagion stemming from customer misbehavior in accessed-based consumption. It delves into the impact of empathy, narrative appeal and previous misbehavior on the dynamics of value codestruction and cocreation. This comprehensive examination of these factors within a unified framework represents a new contribution to the literature. The results illuminate this intricate phenomenon, offering valuable insights for managers to address adverse customer behavior and harness the positive aspects of reverse contagion.

Details

Journal of Consumer Marketing, vol. 41 no. 1
Type: Research Article
ISSN: 0736-3761

Keywords

Book part
Publication date: 31 July 2023

Federica Nieri

How does context shape the way in which corporations contribute to or impede progress toward sustainable development goals (SDGs)? In this chapter, the author studies how the…

Abstract

How does context shape the way in which corporations contribute to or impede progress toward sustainable development goals (SDGs)? In this chapter, the author studies how the state as corporate owner and in its broader function in the institutional environment affects companies’ involvement in misbehaving practices related to human rights issues, with a focus on the banking industry. Based on a longitudinal analysis of 178 banks over the cohort 1996–2018, the results show that state-owned banks, as well as those from institutionally weak environments, are more involved in business-related misbehaving practices. Moreover, in a strong institutional environment, state-owned banks are more involved in corporate misbehavior than non-state-owned banks. These results contribute to the literature on corporate misbehavior, focusing on the state’s role in preventing or facilitating banks’ involvement in misbehaving practices. The author concludes by discussing the findings’ implications and providing suggestions for future research.

Details

International Business and Sustainable Development Goals
Type: Book
ISBN: 978-1-83753-505-7

Keywords

Article
Publication date: 26 September 2023

Sung Hun Bae, Joonheui Bae and Seonggeun Jo

This research aims to examine some nudges for creating psychological ownership in order to reduce misbehaviors, consequently encouraging subsequent users to demonstrate…

Abstract

Purpose

This research aims to examine some nudges for creating psychological ownership in order to reduce misbehaviors, consequently encouraging subsequent users to demonstrate stewardship behaviors.

Design/methodology/approach

This research examined the sentiment of tweets (Study 1) to explore user experience and conducted two experiments (Studies 2 and 3) to test the hypotheses.

Findings

The misbehavior of the previous user in relation to the subsequent user's stewardship behavior was moderated by nudges based on self-investment and local identity. Perceived responsibility mediated the relationship between misbehavior and stewardship behavior as a result of nudges.

Originality/value

The findings of this study provide a framework for the transition from misbehavior to stewardship behavior in PMVs.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 36 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Open Access
Article
Publication date: 11 July 2023

Maja Golf-Papez and Barbara Culiberg

This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and…

2013

Abstract

Purpose

This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers.

Design/methodology/approach

The study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service.

Findings

User misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours.

Research limitations/implications

The trustworthiness of the stories could not be assessed.

Practical implications

The presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category.

Originality/value

The paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.

Details

European Journal of Marketing, vol. 57 no. 13
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 2 December 2022

Apoorva A., Ranjan Chaudhuri, Sheshadri Chatterjee and Demetris Vrontis

This study aims to identify and elucidate on the different forms and antecedents of customer misbehaviour in the service industry of the emerging country particularly India.

Abstract

Purpose

This study aims to identify and elucidate on the different forms and antecedents of customer misbehaviour in the service industry of the emerging country particularly India.

Design/methodology/approach

This study adopts a bibliometric analysis approach using bibliophagy software and thematic analysis to reveal four themes: “forms of customer misbehaviour”; “antecedents of such misbehaviour”; “changes in the personal and work behaviour of employees and management”; and “measures to reduce customer misbehaviour”. These are combined and interrelated to extant theories and empirical data to ultimately produce a comprehensive model on the subject.

Findings

This study finds the antecedents and analyses different forms of customer misbehaviour from Asian customer perspectives. A thematic output is provided which policymakers and other researchers can use to develop various policies and which other related research could use as inputs in the area or consumer behaviour and emerging countries.

Research limitations/implications

This study contributes to the field of behavioural studies, especially in the Asian context. Policymakers and future researchers can use these findings to understand different customer-related issues from Asian customer perspective. However, the focus on the Indian consumer market as an emerging country in Asia limits the applicability and generalizability of the study for all emerging countries.

Originality/value

The originality and value of this study is related to its pioneering use of bibliometric and thematic analysis from the Asian service context. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.

Details

Journal of Asia Business Studies, vol. 17 no. 5
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 3 July 2023

Mohammed-Alamine El Houssaini, Abdellah Nabou, Abdelali Hadir, Souad El Houssaini and Jamal El Kafi

Ad hoc mobile networks are commonplace in every aspect of our everyday life. They become essential in many industries and have uses in logistics, science and the military…

Abstract

Purpose

Ad hoc mobile networks are commonplace in every aspect of our everyday life. They become essential in many industries and have uses in logistics, science and the military. However, because they operate mostly in open spaces, they are exposed to a variety of dangers. The purpose of this study is to introduce a novel method for detecting the MAC layer misbehavior.

Design/methodology/approach

The proposed novel approach is based on exponential smoothing for throughput prediction to address this MAC layer misbehavior. The real and expected throughput are processed using an exponential smoothing algorithm to identify this attack, and if these metrics exhibit a trending pattern, an alarm is then sent.

Findings

The effect of the IEEE 802.11 MAC layer misbehavior on throughput was examined using the NS-2 network simulator, as well as the approval of our novel strategy. The authors have found that a smoothing factor value that is near to 0 provides a very accurate throughput forecast that takes into consideration the recent history of the updated values of the real value. As for the smoothing factor values that are near to 1, they are used to identify MAC layer misbehavior.

Originality/value

According to the authors’ modest knowledge, this new scheme has not been proposed in the state of the art for the detection of greedy behavior in mobile ad hoc networks.

Details

International Journal of Pervasive Computing and Communications, vol. 20 no. 2
Type: Research Article
ISSN: 1742-7371

Keywords

Article
Publication date: 16 February 2024

Olivia Stacie-Ann Cleopatra Bravo and Sindy Chapa

This exploratory research examined how emphasizing a brand’s unethical behaviour through high moral intensity news framing influences consumer boycott intention.

Abstract

Purpose

This exploratory research examined how emphasizing a brand’s unethical behaviour through high moral intensity news framing influences consumer boycott intention.

Design/methodology/approach

The hypotheses were tested and validated using two experimental studies that expose customers of real retail and personal care product brands to news articles that have high and low moral intensity news frames.

Findings

The results showed high moral intensity news framing’s positive effect on consumer boycott intention. The frame’s influence is moderated by moral awareness and partially mediated by perceived moral intensity and moral judgement. The findings suggest that consumers’ perception of the frame and their attitude towards the brand will have a substantial role in boycott intention.

Practical implications

These research outcomes aid in the understanding of news framing effects on boycott intention, providing both insights for consumer activists and managerial implications for stewards of brands.

Originality/value

While previous research have examined the impact of news frames on the typical audience, there has been relatively little focus on news framing’s impact on consumers and their decision to boycott brands. This study addresses this gap by applying the work on emphasis framing to a consumer decision-making context. It also introduces moral intensity framing to the news frame classification. In addition, this study expands current conceptualizations of individual ethical decision-making to help explain consumer boycott intent.

Details

Journal of Consumer Marketing, vol. 41 no. 2
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 30 August 2023

Stephanie T. Gillison, Sharon E. Beatty, William Magnus Northington and Shiri Vivek

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR…

Abstract

Purpose

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees.

Design/methodology/approach

The proposed model was assessed using a survey of 840 frontline retail, restaurant, service and caregiving employees and their reactions to the issue of misbehaving customers (i.e. rule breaking and/or rude customers).

Findings

FLEs' perceived frequency of customer rule violations, FLEs' concerns with misbehaving customers and FLEs' concerns with enforcing rules with these customers increased FLEs' burnout due-to-customers, while FLEs' customer orientation decreased it. Interactions among several antecedents were found relative to their effects on burnout. Burnout due-to-customers decreased FLEs' organizational commitment and increased quitting intentions. Additionally, this burnout mediated the relationships between our studied antecedents and job outcome variables (either partially or fully), with organizational commitment also mediating the relationship between burnout and quitting intentions.

Originality/value

The impact of FLEs' concerns relative to customers' rule breaking, which has not been previously addressed, is shown to increase FLEs' burnout due-to-customers, while FLEs' customer orientation buffered and reduced burnout, with frequency of violations interacting with several antecedents, and ultimately affecting burnout and several dependent variables—organizational commitment and quitting intentions. These FLE rule violation and enforcement concerns, captured at the height of the pandemic, are new variables to the literature. These issues have important implications for managers as to their treatment and training of FLEs in the future.

Details

Journal of Service Theory and Practice, vol. 33 no. 6
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 3 April 2023

Daniele Scarpi, Eleonora Pantano and Davit Marikyan

During emergencies and times of widespread social fear, such as wars and epidemics, society witnesses many instances of consumer misbehaviour (e.g. panic buying). Therefore, this…

Abstract

Purpose

During emergencies and times of widespread social fear, such as wars and epidemics, society witnesses many instances of consumer misbehaviour (e.g. panic buying). Therefore, this study aims to understand what drives consumers to enact socially irresponsible while shopping during emergencies.

Design/methodology/approach

This study employs a quantitative approach with 400 responses from consumers who shopped during the pandemic.

Findings

Results show a positive relationship between consumers' awareness of the negative social consequences of shopping misbehaviour and their ascription of responsibility, which is positively moderated by death-by-emergency-related anxiety. Ascription of responsibility, in turn, has a positive impact on socially responsible behaviour.

Originality/value

This research is the first to examine new applications of norm activation theory in retailing. Furthermore, this research is the first to extend the theory by examining psychological factors that may regulate socially irresponsible behaviour. The research demonstrates the significant role of anxiety and attachment in facilitating the impact of awareness of negative consequences and aspirations of responsibility in the retailing during emergencies.

Details

International Journal of Retail & Distribution Management, vol. 51 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 18 November 2022

Most. Sharmin Sultana, Xiongying Niu and Md Shamim Hossain

Consumers' perceptions of different aspects pertaining to servicescape and social servicescape at restaurants have received little consideration in the hospitality literature. To…

Abstract

Purpose

Consumers' perceptions of different aspects pertaining to servicescape and social servicescape at restaurants have received little consideration in the hospitality literature. To fill this gap, the authors develop a model that conceptualizes and empirically examines the impact of dissimilar attributes in restaurants on the development of negative emotions and the influence of negative emotions on consumers' dissatisfaction, which in turn determines consumers' behavioral intentions.

Design/methodology/approach

The authors used the moderating impact of restaurant attribute performance to support the link between negative emotions and dissimilar attributes. To achieve the study's goals, the authors conducted two investigations, Study 1 and Study 2, in Bangladesh and China, respectively. For study 1, 600 data were obtained from local Bangladeshi consumers, while for study 2, 396 foreign customers in China were surveyed. The collected data were examined by using Structural Equation Modeling (SEM) approach. The authors utilized IBM Analysis of Moment Structure (AMOS), version 24.0.

Findings

Both studies 1 and 2 found that dissimilar restaurant attributes had significant positive effects on the development of negative emotions, positive effects of negative emotions on consumer dissatisfaction and a positive influence of consumer dissatisfaction on consumers' behavioral intentions. Results of both studies 1 and 2 also showed that restaurant attributes performance positively moderate the relationships between dissimilar attributes and negative emotions.

Practical implications

The study's empirical results contribute to the body of knowledge in the domains of tourism, consumer psychology and consumer behavior. The study's findings can assist restaurant managers in better understanding how different features related to the servicescape and social servicescape dimensions cause unpleasant emotions and, as a result, influence consumer behavioral intentions.

Originality/value

No preceding research has looked at the link between dissimilar features and negative emotions in the restaurant setting to the authors' knowledge. Also, no previous research has looked at the moderating consequence of restaurant attributes in the association between dissimilar attributes and negative emotions. This research aims to fill those knowledge gap.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 5
Type: Research Article
ISSN: 2514-9792

Keywords

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