... influence of necessary evil on witnessing customers’ responses is strengthened when dysfunctional customer behavior (DCB) targets another customer as opposed to an employee. This research offers service providers a better understanding of how to manage DCBs. This paper contributes...

... the hypotheses. Online incivility, as a form of online dysfunctional customer behavior, weakens perceived C2C interactional justice; however, the intensity of this relationship is moderated by a complainant’s attitude toward complaining. Perceptions of C2C justice are subsequently related to three types...

...Kate L. Daunt; Lloyd C. Harris Purpose This paper aims to examine the associations between individual factors (personality and demographic variables) and contextual factors (servicescape and situation‐specific variables), and the motives that drive episodes of dysfunctional customer behavior...