Retailers are facing conflicting strategic variables as they enter the next decade; horizontal versus vertical diversification; high street versus greenfield out‐of‐town siting; own label versus branded goods; staff cost reductions versus loyalty and commitment of service staff. This article looks...

Purpose - The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially...

Although many Studies assume that customers monotonically act in both a functional and a good-mannered way during exchange, considerable anecdotal evidence suggests that customers routinely behave negatively and often disrupt otherwise functional encounters. However, to date, rigorous empirical...

Purpose - The purpose of this paper is to present and discuss a conceptual model of purchase intentions, trust, and e-servicescape that presents online physical environments as comprising three dimensions. It aims to develop and extend existing research into physical service environments through...

Purpose - Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, "illegitimate" complaining, in the form of fraudulent returns by customers, is under-researched. The aim of this study is to address this gap in extant knowledge through...

While many frameworks of service dynamics assume that consumers will not intentionally disrupt service encounters, a growing body of studies argues that dysfunctional customer behaviors are far from rare. Although a number of studies have explored such behaviors, deliberate fraudulent returning...

Purpose - Relationship marketing is now commonly acknowledged as an alternative marketing paradigm. However, despite the use of the relationship metaphor in marketing contexts for many years, recently there have been criticisms of this cross-fertilization of theory into consumer marketing...

The activities of misbehaving customers represent a significant problem for organizations across diverse sectors and industries. Customer misbehavior signifies behavior within the exchange setting that deliberately violates the generally accepted norms of conduct in such situations. The core aim...

Purpose - This paper seeks better to conceptualise, operationalise and subsequently to test a multi-dimensional and more social view of servicescape and the direct and moderated linkages with loyalty intentions. Design/methodology/approach - A survey research method was used to study...