... Customer mistreatment Frontline employees Customer deviance © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only We conducted semi-structured, in-depth interviews with 11 participants from the hotel industry, chosen for its high customer contact...

... and offers practical strategies for managing customer deviance – particularly relevant in the post-pandemic service landscape. 06 03 2025 01 04 2025 02 04 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Corresponding author...

... Limited 2024 Emerald Publishing Limited Licensed re-use rights only Customer deviance Dysfunctional customers Employee Hospitality Tourism The issue of discrimination arouses great interest in all types of media (e.g. the popular press and social media) as well as in academic...

... by investigating the interactive effects of descriptive and injunctive norms. In addition, it shows the positive impact of CCI and reduced interpersonal anonymity on containing misbehavior contagion. Customer participation Collaborative economy Dysfunctional customers Customer deviance Customer...

... Frontline service employees Service encounter Experimental design Customer deviance Employees’ deviant behaviors such as employee theft and fraud are a major problem for firms, as they are responsible for very high losses (Mazar et al., 2008). In the service sector, a high share...

... to contemporary customers. © Emerald Group Publishing Limited 2013 An executive summary for managers and executive readers can be found at the end of this article. Customer misbehaviour Customer deviance Customer dysfunctional behaviour Services marketing Retail employees Customers...