Issues

Special Issue: The dark side of customer service. Guest Editors: Lloyd Harris, Rebekah RussellBennett

Book Review

Sway: The Irresistible Pull of Irrational Behaviour

Kate L. Daunt
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Drawing the line: how inspectors enact deviant behaviors

Jean‐Baptiste Suquet
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Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies

Lorraine A. Friend; Carolyn L. Costley; Charis Brown
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Deviant employees and dreadful service encounters: customer tales of discord and distrust

Anthony Patterson; Steve Baron
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Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic

Loïc Plé; Rubén Chumpitaz Cáceres
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Customers behaving badly: a state of the art review, research agenda and implications for practitioners

Ray Fisk; Stephen Grove; Lloyd C. Harris; Dominique A. Keeffe; Kate L. Daunt; Rebekah Russell‐Bennett; Jochen Wirtz
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The international search for ethics norms: which consumer behaviors do consumers consider (un)acceptable?

Larry Neale; Sam Fullerton
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Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums

Sven Tuzovic
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Executive summary and implications for managers and executives

Executive summary and implications for managers and executives

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Guest editorial

Guest editorial

Lloyd C. Harris; Rebekah Russell-Bennett
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