顾客不当行为研究回顾与展望
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外国经济与管理 2010 年 第 32 卷第 10 期, 页码：58 - 64
摘要
参考文献
摘要
顾客不当行为指违反消费情境中可接受的行为规范,并且破坏消费秩序的顾客行为。相对于顾客购买行为而言,学术界和企业界对顾客的社会行为尤其是违反社会规范的行为缺乏关注。本文围绕顾客不当行为的概念、类型、影响效应、影响因素以及管理策略等问题,梳理了相关研究成果,并在此基础上对未来的研究方向进行了展望。
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[2]Fullerton,R A,and Punj,G.Repercussions of promoting an ideology of consumption:Consumer misbehavior[J].Journal ofBusiness Research,2004,57(11):1 239-1 249.
[3]Harris,L C,and Reynolds,K L.The consequences of dysfunctional customer behavior[J].Journal of Services Research,2003,6(2):144-161.
[4]Reynolds,K L,and Harris,L C.Dysfunctional customer behavior severity:An empirical examination[J].Journal of Retailing,2009,85(3):321-335.
[5]Lovelock,Christopher.Product plus:How product and service=competitive advantage[M].New York:McGraw-Hill,1994.
[6]Harris,L C,and Reynolds,K L.Jaycustomer behavior:An exploration of types and motives in the hospitality industry[J].Journal of Services Marketing,2004,18(5):339-357.
[7]Youjae,Y,and Taeshik,G.The effects of customer justice perception and affect on customer citizenship behavior and customerdysfunctional behavior[J].Industrial Marketing Management,2008,37(7):767-783.
[8]Fullerton,R A,and Punj,G.Choosing to misbehave:Astructural model of aberrant consumer behavior[J].Advances in Con-sumer Research,1993,20(1):570-574.
[9]Bitner,MJ,Bernard,HB,and Lois,A M.Critical service encounters:The employee’s viewpoint[J].Journal of Marketing,1994,58(Oct.):95-106.
[10]Muncy,J A,and Vitell,S J.Consumer ethics:Aninvestigation of the ethical beliefs of the final consumer[J].Journal of Busi-ness Research,1992,24(6):297-311.
[11]Hoff man,K D,Kelley,S W,and Rotalsky,H M.Tracking service failures and employee recovery efforts[J].Journal of Serv-ices Marketing,1995,9(2):49-61.
[12]Berry,L L,and Seiders,K.Serving unfair customers[J].Business Horizons,2008,51(1):29-37.
[13]Ma,Q H,Liu,R P,and Liu,Z D.Customer social normattribute of services:Why doesit matter and howdo we deal withit?[J].International Journal of Services Technology and Management,2009,12(2):175-191.
[14]Grandey,Alicia A,David,N D,and Hock-Pen,S.The customer is‘not’al ways right:Customer aggression and emotion reg-ulation of service employees[J].Journal of Organizational Behavior,2004,25(3):397-418.
[15]Grove,S J,and Fisk,R P.The i mpact of other customers on service experiences:Acritical incident examination of“gettingalong”[J].Journal of Retailing,1997,73(1):63-85.
[16]Huefner,J C,and Hunt,K H.Consumer retaliation as a response to dissatisfaction[J].Journal of Consumer Satisfaction,Dis-satisfaction and Complaining Behavior,2000,13:61-82.
[17]Wen-Hsien,H.The i mpact of other-customer failure on service satisfaction[J].International Journal of Service Industry Man-agement,2008,19(4):521-536.
[18]金立印.基于服务公正性感知的顾客不良行为模型研究[J].营销科学学报,2006,2(1):1-17.
[19]Yagil,D.When the customer is wrong:Areview of research on aggression and sexual harassment in service encounters[J].Aggression and Violent Behavior,2008,13(2):141-152.
引用本文
刘汝萍, 马钦海. 顾客不当行为研究回顾与展望[J]. 外国经济与管理, 2010, 32(10): 58–64.
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