... to spread positive WOM. Moreover, the positive 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...

... to practice such behavior (Maher, 2016). Customer-to-customer Complaints Social media Service recovery Dysfunctional customers Virtual service recovery Attitude toward complaining Promptness of response Customer-to-customer interactional justice Dysfunctional customer behavior Online incivility...

...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...