An overview of typologies of consumer misbehaviour
| Author(s) | Classification basis | Types of misbehaviour | Research approach | Research context |
|---|---|---|---|---|
| Moschis and Cox (1989) | Demands placed upon its members, desirability of behaviour | negligent, criminal/fraudulent | Conceptual | Not specified |
| Lovelock (1994) | Nature of behaviour | thief, vandal, belligerent, family feuder, deadbeats and rule breakers | Conceptual | Services |
| Bitner et al. (1994) | Not defined | drunkenness, verbal and physical abuse, breaking company policies or laws and uncooperative customers | Empirical (interviews with employees) | Hotel, restaurant and airline service |
| Fullerton and Punj (2004) | Target, the nature of behaviour, type and degree of disruption and reactions by others | consumer misbehaviour directed against: (A) marketer employees, (B) other consumers in the exchange setting, (C) merchandise and services, (D) marketers’ financial assets and (E) marketers’ physical or electronic premises | Conceptual | Not specified |
| Harris and Reynolds (2004) | Overtness, financial motivation | compensation letter writers, undesirable customers, property abusers, service workers, vindictive customers, oral abusers, physical abusers and sexual predators | Empirical (interviews with employees and customers) | Hospitality |
| Boo et al. (2013) | Not defined | grungy (e.g. unhygienic behaviour), inconsiderate (e.g. noise), rule breaking (e.g. smoking), crude (e.g. drunk), violent or physical abuse (e.g. fighting) and verbal abuse (e.g. profanity) | Empirical (interviews of individuals about others) | Services |
| Greer (2015) | Target of misbehaviours | goods-related misbehaviour (property abuse and fraudulence), interpersonal misbehaviour (verbal abuse, physical aggression) and relational misbehaviour (underparticipation; overparticipation) | Empirical (interviews with service providers) | Professional services |
| Gursoy et al. (2017) | Not defined | inattentive parents with naughty kids, oral abusers, outlandish requesters, hysterical shouters, poor hygiene manners, service rule breakers and ignorant customers | Empirical (netnography) | Hospitality |
| Tsaur et al. (2019) | Target of misbehaviours | aimed at group operation, tour leaders, tour members, the tourism environment; and tourism organisations | Empirical (interviews with tour members and leaders) | Tourism and group travel |
| Fombelle et al. (2019) | Target of misbehaviours | firm-directed deviance, employee-directed deviance and customer-directed deviance | Conceptual | Not specified |
| Author(s) | Classification basis | Types of misbehaviour | Research approach | Research context |
|---|---|---|---|---|
| Demands placed upon its members, desirability of behaviour | negligent, criminal/fraudulent | Conceptual | Not specified | |
| Nature of behaviour | thief, vandal, belligerent, family feuder, deadbeats and rule breakers | Conceptual | Services | |
| Not defined | drunkenness, verbal and physical abuse, breaking company policies or laws and uncooperative customers | Empirical (interviews with employees) | Hotel, restaurant and airline service | |
| Target, the nature of behaviour, type and degree of disruption and reactions by others | consumer misbehaviour directed against: (A) marketer employees, (B) other consumers in the exchange setting, (C) merchandise and services, (D) marketers’ financial assets and (E) marketers’ physical or electronic premises | Conceptual | Not specified | |
| Overtness, financial motivation | compensation letter writers, undesirable customers, property abusers, service workers, vindictive customers, oral abusers, physical abusers and sexual predators | Empirical (interviews with employees and customers) | Hospitality | |
| Not defined | grungy (e.g. unhygienic behaviour), inconsiderate (e.g. noise), rule breaking (e.g. smoking), crude (e.g. drunk), violent or physical abuse (e.g. fighting) and verbal abuse (e.g. profanity) | Empirical (interviews of individuals about others) | Services | |
| Target of misbehaviours | goods-related misbehaviour (property abuse and fraudulence), interpersonal misbehaviour (verbal abuse, physical aggression) and relational misbehaviour (underparticipation; overparticipation) | Empirical (interviews with service providers) | Professional services | |
| Not defined | inattentive parents with naughty kids, oral abusers, outlandish requesters, hysterical shouters, poor hygiene manners, service rule breakers and ignorant customers | Empirical (netnography) | Hospitality | |
| Target of misbehaviours | aimed at group operation, tour leaders, tour members, the tourism environment; and tourism organisations | Empirical (interviews with tour members and leaders) | Tourism and group travel | |
| Target of misbehaviours | firm-directed deviance, employee-directed deviance and customer-directed deviance | Conceptual | Not specified |