Exploring the forms of dysfunctional customer behaviour: A study of differences in servicescape and customer disaffection with service

Abstract

Although wide agreement exists between scholars and marketing practitioners concerning the prevalence of dysfunctional customer behaviour, to date empirical research into this phenomenon is lacking. This article aims to identify empirically grounded categories of dysfunctional customer behaviours and examine the extent to which customers' perceptions of physical servicescape environments, social facets of servicescape, and customer disaffection with service differ for each category. Based on a quantitative sample of 380 consumer perpetrators, cluster analysis reveals three clusters of dysfunctional customer behaviour forms labelled ‘petty norm infringements’, ‘felonious norm infringements’, and ‘belligerent norm infringements’. Subsequent variance analysis assesses the perceived differences between perceived physical servicescape, social servicescape, and customer disaffection for each identified form cluster. Specifically, the study findings reveal statistically significant differences between the forms of dysfunctional customer behaviour that are perpetrated across different service environments. The article concludes with a discussion of the implications of the study for theorists and practitioners.     

Barriers to Marketing Development in the Barristers’ Profession

This paper focuses on the marketing of professional services, and on the very specific context of barristers in the British legal professions. We examine the background provided by this sector of professional services, and then present the results of a set of qualitative investigations into the role of marketing as it is perceived by members of this profession, and identify a series of perceived by members of this profession, and identify a series of considering the implications of our findings for how marketing concepts can be productively employed in this area of activity and the needs for conceptual as well as practical extension, but remain largely pessimistic about the current prospects for extending marketing activities into the area of barristers’ marketing.     

Developing a brand performance measure for financial services brands

With no universal approach for measuring brand performance, we show how a consumer-based brand measure was developed for corporate financial services brands. Churchill's paradigm was adopted. A literature review and 20 depth interviews with experts suggested that brand loyalty, consumer satisfaction and reputation constitute the brand performance measure. Ten financial services organisations provided access to their consumers. Following a postal survey, 600 questionnaires were analysed through principal components analysis to identify the consumer-based measure. Further testing revealed this to be a valid and reliable brand performance measure.     

Constrained Morality in the Professional Work of Corporate Lawyers

In this article, we contribute to sociological literatures on morality, professional and institutional contexts, and morally stigmatized ‘dirty work’ by emphasizing and exploring how they mutually inform one another in lawyers’ work activities. Drawing on interview data with 58 practitioners in the commercial legal industry in Singapore, we analyze how they experience professional and institutional constraints on the expressions of morality in their work. Our findings illustrate how a dominant managerial and economic focus maintains and reproduces a constrained form of morality, limited to instrumental, utilitarian and commercial ends, and subordinated to lucrative client and firm interests. We discuss our findings in terms of the need to research and reform professions in ways that support more rounded and unconstrained moral reflexivity and autonomy in how work is undertaken and valued. This in turn has implications for how organizations and professions might achieve alternative moral institutional orders, and for legal work to avoid the moral and social taints of dirty work.

     

Content analysis of fake consumer reviews by survey-based text categorization

As the influence of online consumer reviews grows, deceptive reviews are a worsening problem, betraying consumers' trust in reviews by pretending to be authentic and informative. This research identifies factors that can separate deceptive reviews from genuine ones. First, we create a novel means of detection by contrasting authentic versus fake word patterns specific to a given domain (e.g., hotel services). We use a survey on a crowdsourcing platform to obtain both genuine and deceptive reviews of hotels. We learned the word patterns from each category to discriminate genuine reviews from fake ones for positively and negatively evaluated reviews, respectively. We show that our All Terms procedure outperforms current benchmark methods in computational linguistics and marketing. Our extended analysis reveals the factors that determine fake reviews (e.g., a lack of details, present- and future-time orientation, and emotional exaggeration) and the factors influencing people's willingness to write fake reviews (including social media trust, product quality consciousness, deal proneness, hedonic and utilitarian consumption, prosocial behavior, and individualism). We also use our procedure to analyze more than 250,000 real-world hotel reviews to detect fake reviews and identify the hotel and review characteristics influencing review fakery in the industry (e.g., star rating, franchise hotel, hotel size, room price, review timing, and review rating).     

Exploring Point of Sale Strategies for Improving Seafood Retailing: The Case of the Australian Oyster Industry

The commodification of many food products, combined with increasing market share of supermarkets, has increased the importance of point of sale (POS) strategies in specialty food retailers such as fishmongers. This study seeks to develop strategies to improve the retailing of seafood in fishmongers, specifically oysters, an underutilized species; although they are eaten by many consumers, purchase frequency is low. A literature review identifies the key drivers and barriers to oyster consumption and the information consumers want at POS. Based on these findings, a retailing strategy is developed and tested in two consumer focus groups with results informing revisions to the recommended retail strategy, importantly including a change in collateral from a production focus to a consumption focus. This study contributes to theory and practice by bringing together the existing literature on drivers and barriers and consumer information requirements about oysters to develop and to test practical retail strategy concepts.     

Exploring the influence of family on adolescents’ seafood consumption choices

Seafood in the adolescent diet has many benefits, yet a number of adolescents do not consume the recommended levels. Despite this the consumption of seafood by younger consumers has received scant attention in the extant literature. Previous studies on adolescents’ food‐related behaviour tend to focus on general choice mechanisms or perceptions of food and mainly relate to fruit and vegetable intake. The present study seeks to address this gap through investigating the impact of family upon the consumption of seafood by younger consumers through exploring adolescents’ attitudes and behaviour in regard to eating seafood. Utilizing an exploratory qualitative methodology, seven focus groups of adolescents aged 13–19 years were conducted at two schools in South West England. Discussions covered a range of issues related to adolescent seafood consumption. The use of thematic content analysis found that the family, and parents in particular, exert high levels of influence over adolescents’ consumption of seafood both at home and when dining out. The parent who does the shopping and cooking has the greatest role. Sibling preferences and dietary choices also influence whether seafood is served in the home. Of value to researchers and management are the insights gleaned into the influences on adolescents’ attitudes towards and behaviour in regard to eating seafood. In particular, encouraging seafood consumption will rely upon interventions aimed at both parents and children and need to take into account adolescents’ diet and lifestyle preferences, while also acknowledging the influence of peers and the school food environment.     

Consumer Socialization and the Role of Branding in Hazardous Adolescent Drinking

This study examines the relationship between alcohol marketing and consumer socialization to alcohol brands (assessed here using aided and unaided brand recognition and brand saliency), and the associated relationship between consumer socialization and hazardous alcohol consumption among a cohort of adolescents surveyed in Scotland. The research addresses gaps in the consumer socialization literature, by examining how marketing influences brand consumer socialization, and how brand consumer socialization influences subsequent hazardous consumption behavior over time, using a robust longitudinal design that assesses causal relationships while controlling for a wide range of important confounding variables. The results demonstrate the contribution of marketing to adolescents’ brand socialization to alcohol and the impact of this socialization on subsequent drinking behaviors. Implications for marketing managers, parents, policymakers, and consumer researchers are discussed, together with suggestions for future consumer research.     

Relationship, Contribution, and Resource Constrains: Determinants of Distributive Justice in Individual Preferences and Negotiated Agreements

This laboratory study investigated the impact of relationship, relative levels of perceived contribution, and resource constraints on individuals' allocation preferences and dyads' negotiated allocations. Dyads of female undergraduates – either strangers or roommates – were given performance feedback that one member produced the majority of the resources available to the dyad; the members of the dyad faced relatively scarce or abundant resources. Subjects indicated their individual allocation preferences and then negotiated the distribution of resources as a pair. Results indicate that all three factors are important predictors of the norms of distributive justice met by the individually preferred and dyadically negotiated allocations. Results also suggest that the degree of agreement between the norms implied by individually preferred allocations and dyadic agreements affect strangers' satisfaction with outcomes to a greater extent than roommates'.