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Keywords: Customer misbehavior
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Journal Articles
A good telling-off! A study of customer reprimand strategies
Available to Purchase
International Journal of Contemporary Hospitality Management (2026) 38 (2): 532–550.
Published: 26 December 2025
...Lucia Lowri Silvestro; Rhian Silvestro Purpose Customer misbehavior can severely impact on bystanders’ evaluations, emotions and behaviors. This paper aims to examine the impact of organizational responses to customer misbehavior on bystanding customers. The authors study the effects of reprimand...
Includes: Supplementary data
Journal Articles
The impact of customer misbehavior on frontline employees’ work–family conflict and withdrawal behaviors
Available to Purchase
International Journal of Contemporary Hospitality Management (2024) 36 (12): 4011–4030.
Published: 03 April 2024
...Xinyuan (Roy) Zhao; Fujin Wang; Anna S. Mattila; Aliana Man Wai Leong; Zhenzhen Cui; Huan Yang Purpose Customer misbehavior has a negative impact on frontline employees. However, the underlying mechanisms from customer misbehavior to employees’ negative outcomes need to be further unfolded...
