Gursoy, Dogan; Cai, Raine (Ruiying); Anaya, Gerardo Joel - In: International Journal of Contemporary Hospitality Management 29 (2017) 9, pp. 2341-2360
Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing...