Contagious effects of customer misbehavior in access-based services

• Main Authors: SCHAEFERS, Tobias, WITTKOWSKI, Kristina, BENOIT, Sabine, FERRARO, Rosellina
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2016
• Subjects: access-based services; car sharing; customer misbehavior; nonownership; social norms; Marketing; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/7597; https://ink.library.smu.edu.sg/context/lkcsb_research/article/8596/viewcontent/Contagious_effects_of_customer_misbehavior_pvoa_cc_by.pdf
• Institution: Singapore Management University

Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage it causes and (2) because of additional negative effects that arise from the contagion of such misbehavior. The authors extend existing theory of customer misbehavior by studying its contagious...