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Dysfunctional Customer Behavior: Conceptualization and Empirical Validation

Title
Dysfunctional Customer Behavior: Conceptualization and Empirical Validation
Author
공태식
Keywords
Dysfunctional customer behavior; Scale development; Validation; Cross-cultural stability
Issue Date
2019-12
Publisher
SPRINGER HEIDELBERG
Citation
SERVICE BUSINESS, v. 13, No. 4, Page. 625-646
Abstract
Dysfunctional customer behavior is endemic and prevalent across multiple service sectors. However, despite significant interest from practitioners and scholars, understanding of the concept of dysfunctional customer behavior and its measurement has been limited to date. Moreover, studies have not systematically explored the exact dimensionality of dysfunctional customer behavior, leaving its precise composition unclear. Across five studies, this investigation identifies a three-dimensional dysfunctional customer behavior construct comprising verbal abuse, disproportionate demand, and illegitimate complaint. The authors develop and validate a multi-dimensional scale to measure dysfunctional customer behavior.
URI
https://link.springer.com/article/10.1007/s11628-019-00398-1http://repository.hanyang.ac.kr/handle/20.500.11754/121220
ISSN
1862-8516; 1862-8508
DOI
10.1007/s11628-019-00398-1
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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