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Fraudulent return proclivity : an empirical analysis
Harris, Lloyd C. - In: Journal of retailing 84 (2008) 4, pp. 461-476
Persistent link: https://www.econbiz.de/10003794955
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Fraudulent consumer returns: exploiting retailers' return policies
Harris, Lloyd C. - In: European journal of marketing : EJM 44 (2010) 6, pp. 730-747
Persistent link: https://www.econbiz.de/10003989123
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Service employees and customer phone rage : an empirical analysis
Harris, Lloyd C. - In: European journal of marketing : EJM 47 (2013) 3/4, pp. 463-484
Persistent link: https://www.econbiz.de/10009733023
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Dysfunctional customer behavior severity : an empirical examination
Daunt, Kate L.; Harris, Lloyd C. - In: Journal of retailing 85 (2009) 3, pp. 321-335
Persistent link: https://www.econbiz.de/10003892365
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Online consumer misbehavior : an application of neutralization theory
Harris, Lloyd C.; Dumas, Alexia - In: Marketing theory 9 (2009) 4, pp. 379-402
Persistent link: https://www.econbiz.de/10003920651
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The dark side of customer service
Harris, Lloyd C. (contributor) - 2010
Persistent link: https://www.econbiz.de/10008738384
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Deviant customer behaviour : a study of techniques of neutralisation
Harris, Lloyd C.; Daunt, Kate L. - In: Journal of marketing management : MM 27 (2011) 7/8, pp. 834-853
Persistent link: https://www.econbiz.de/10009310362
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All Anglos are alike? : a study of whinging Poms and bloody-minded Aussies
Harris, Lloyd C.; Russell-Bennett, Rebekah - In: Journal of marketing management : MM 31 (2015) 7/8, pp. 827-855
Persistent link: https://www.econbiz.de/10011309050
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Managing customer misbehavior : challenges and strategies
Harris, Lloyd C.; Daunt, Kate L. - In: The journal of services marketing 27 (2013) 4, pp. 281-293
Persistent link: https://www.econbiz.de/10009788853
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Exposing Pinocchio customers : investigating exaggerated service stories
Harris, Lloyd C.; Fisk, Raymond P.; Sysalova, Hana - In: Journal of service management 27 (2016) 2, pp. 63-90
Persistent link: https://www.econbiz.de/10011564667