...Katja Rummelhagen; Martin Benkenstein Purpose This research paper aims to provide an understanding of how customers evaluate other customers’ misbehavior, considering the attribution of responsibility and how service employees should react in the respective situation. Design/methodology...

..., 2007 ; Swallow, 2004). Less extreme forms of customer misbehavior (e.g. injurious speech, derogatory personal comments) also negatively affect perceptions of the relationships between both parties (Dugal et al., 2003 ; Lewig and Dollard, 2003). Although whether phone rage can be viewed...