Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers
© 2017, © 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...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing Limited
2017
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| Online Access: | http://hdl.handle.net/20.500.11937/61782 |
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