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Explore how the degree of humanization affects user misconduct, and provide effective misconduct prevention measures for the wide application of artificial intelligence in the future.

Based on the “Uncanny Valley theory”, three experiments were conducted to explore the relationship between the degree of humanization of service machines and user misbehavior, and to analyze the mediating role of cognitive resistance and the moderating role of social class.

There is a U-shaped relationship between the degree of humanization of service machines and user misbehavior; Social class not only regulates the main effect of anthropomorphism on misbehavior, but also regulates the intermediary effect of anthropomorphism on cognitive resistance, thus affecting misbehavior.

The design of the service robot can be from the user’s point of view, combined with the user’s social class, match different user types, and provide the same preferences as the user’s humanoid service robot.

This study is an important reference value for enterprises and governments to provide intelligent services in public places. It can prevent the robot from being vandalized and also provide users with a comfortable human-computer interaction experience, expanding the positive effects of providing smart services by government and enterprises.

This study avoids and reduces users' misbehavior towards intelligent service robots, improves users' satisfaction in using service robots, and avoids service robots being damaged, resulting in waste of government, enterprise and social resources.

From the perspective of product factors to identify the inducing factors of improper behavior, from the perspective of social class of users to analyze the moderating effect of humanization degree and user improper behavior.

Customer misbehavior has a negative impact on frontline employees. However, the underlying mechanisms from customer misbehavior to employees’ negative outcomes need to be further unfolded and examined. This study aims to propose that employees’ affective rumination and problem-solving pondering could be the explanatory processes of customer misbehavior influencing employee attitudes in which coworker support could be a moderator.

A mixed-method approach was designed to test this study’s predictions. Study 1 conducted a scenario-based experiment among 215 full-time hospitality employees, and Study 2 used a two-wave, longitudinal survey of 305 participants.

The results demonstrate the impact of customer misbehavior on work–family conflict and withdrawal behaviors. The mediating role of affective rumination is supported and coworker support moderates the processes.

Customer misbehavior leads to negative outcomes among frontline employees both at work and family domains. Hotel managers should help frontline employees to cope with customer misbehavior by avoiding negative affective spillover and providing support properly.

The studies have unfolded the processes of affective rumination and problem-solving pondering through which customer misbehavior influences work–family conflict and withdrawal behaviors among frontline employees. The surprising findings that coworker support magnified the negative effects have also been discussed.

Purpose – The purpose of this chapter is to offer a general review of the field of organizational misbehavior and to pose the question: what has happened in this field in the last twenty years?

Method – The chapter uses the theoretical framework developed in the book Organizational Misbehavior (1999) as a template and considers a range of developments in organizations and their context together with the findings of much new research into organizational misbehavior.

Findings – Classic forms of misbehavior identified in earlier work (absenteeism, effort limitation, utilitarian sabotage, etc.) are not as significant as they once were because the conditions necessary for the co-production of these forms of misbehavior often no longer apply. It is also proposed, however, that the findings from a great deal of the more recent literature – that there has been a proliferation in the range and types of organizational misbehavior and increase in its subtlety – are not indicative of a decline in the impulse to misbehave nor of the significance of misbehavior more generally. On the contrary, what we see is indicative of a period of widespread behavioral innovation, in which new outlets for the impulse to misbehave are finding expression even against a background of a general shift in the balance of power in favor of the employer. In the longer term there is every reason to expect that new areas of significant contestation will re-emerge, and with this the crystallization of some new and distinctive forms of misbehavior.

Social implications – A clear implication of the analysis is that there is little reason for complacency on the part of managers and management academics that the problem of misbehavior has disappeared.

Value of chapter – Updating the findings in the book Organizational Misbehavior (1999) in light of a range of recent developments in organizations and their context, together with recent research into organizational misbehavior.

Purpose – To explore the links between entrepreneurship and misbehavior.

Approach – Conceptual development using cases as illustrative examples.

Findings – The chapter finds that there is an overlap between the way misbehavior is defined and the way entrepreneurship is conceptualized in the literature. It also finds previous research, distinguishing between desirable and undesirable misbehavior based on the intentions or the outcomes of behavior, insufficient in relation to entrepreneurship as misbehavior. The reason is that for entrepreneurial ventures, the underlying intentions are often good, but the outcomes often not; and that making assessments of the outcomes of entrepreneurial ventures a priori is notoriously difficult. Assessing misbehavior based only on organizational level evaluations is likewise insufficient in relation to entrepreneurship. The reason for this is that support for the venture may be needed also from actors outside of the organization. Furthermore, what constitutes the organization is not always clear. Therefore, we argue that it is necessary to broaden the view of what institutions determine whether a venture classifies as misbehavior when analyzing entrepreneurship.

Research limitations – The cases used to illustrate the overlap between entrepreneurship and misbehavior are conspicuous and not necessarily representative of entrepreneurship and misbehavior in general.

Originality – This is a first attempt at merging the misbehavior and entrepreneurship literatures, which highlights an important niche with a great promise for future research.

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.

Purpose – This chapter seeks to understand the concept of consumer misbehavior, especially in the form of consumer deviance and/or dysfunction.

Method/approach – We review the marketing literature on consumer misbehavior, organizing the major themes scholars have used. We also differentiate between two perspectives researchers can employ: (1) misbehavior as deviance and (2) misbehavior as a wider construct.

Findings – Marketers generally overlook consumer misbehavior and put the cost down as that of running a business. Furthermore, they are burdened by the notion of customer sovereignty which is the dictum that “customers are always right.” But customers also lie, cheat, steal, harass, and abuse. Consumer misbehavior is thus multifaceted which in turn makes the definition difficult to pin down. After reviewing the many definitions of consumer misbehavior, including cyber misbehavior, the authors concluded that the disruption perspective is more managerially useful than the perspective based on violation of norms. This is because disruption of the business is not only harmful or unlawful but can lead to a loss of well-being, material resources, and reputation of individuals and/or organizations.

Implications – The chapter proposes a Pre-di-post framework that can be used to deal with customer misbehavior.

Originality/value – Most marketing scholars have focused primarily on misbehavior as deviance, yet this limits the kinds of problems one tends to focus on and the range of solutions one normally considers. We offer an alternative perspective where misbehavior may be instead “an unremarkable consequence of normal conditions” which may suggest a wider range of amelioration strategies.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

The trustworthiness of the stories could not be assessed.

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.

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.

In the sharing economy (SE), consumer misbehaviour is an operational challenge for platforms due to its negative outcomes. The psychological mechanism behind consumer misbehaviour remains unclear. As such, this research aims to investigate how consumers' sharing motivations affect their misbehaviours in the SE.

Drawing on motivated cognition theory, the authors establish a research model explaining the effects of consumers' sharing motivations on their cost–benefit analysis of misbehaviour and misbehaviour intention. A scenario-based online experiment is used to test the research hypotheses.

The results indicate that consumers' extrinsic and intrinsic motivations to share have different impacts on their perceived benefits and costs of potential misbehaviour, thereby influencing their misbehaviour intention.

This study reveals consumers' psychological mechanism underlying their misbehaviours in the SE and provides operational implications for platforms to help them effectively reduce consumer misbehaviours through preventive measures.