...Yu-Shan (Sandy) Huang; Ruping Liu Purpose Dysfunctional customer behavior (DCB) is costly and problematic for organizations. This research seeks to understand how DCB spreads and how businesses can effectively deal with it through employee intervention. Design/methodology/approach...

.... Findings This study shows that when customer citizenship fatigue is high, customer citizenship behavior elicits customer moral credit, which leads to customer entitlement and, in turn, promotes dysfunctional customer behavior. Conversely, when customer citizenship fatigue is low, customer citizenship...

...Jiyoung Kim; Hae-Ryong Kim; Russell Lacey; Jaebeom Suh Our focus is on FSEs’ perceptions of their company’s externally focused CSR activities and the important role that CSR can play in reducing their perceptions of verbal dysfunctional customer behavior. FSEs’ perceptions of verbal...