Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers

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Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers

Â© 2017, Â© Emerald Publishing Limited. Purpose: This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter th...

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Bibliographic Details
Main Authors:	Gursoy, Dogan, Cai, R., Anaya, G.
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2017
Online Access:	http://hdl.handle.net/20.500.11937/61782

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