Construct · 1 fields · 1 citations

dysfunctional customer behavior: a standalone construct

One name. One construct. A landmark on the map.

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dysfunctionalcustomer behavior1 CONSTRUCTDysfunctional customerHARRIS · SERVICES MARKETING

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Services marketing

customer actions in service settings that intentionally or unintentionally disrupt otherwise functional service encounters.

In services marketing, dysfunctional customer behavior refers to customer actions in service settings that intentionally or unintentionally disrupt otherwise functional service encounters. This meaning comes from Harris (2003) in Journal of Service Research.[1]

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service1 fields · 1 citationsanchor · a standalone construct

References

  1. Harris, L. C., & Reynolds, K. L. (2003). The Consequences of Dysfunctional Customer Behavior. Journal of Service Research, 6(2), 144-161. https://doi.org/10.1177/1094670503257044

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