scholarly journals DYSFUNCTIONAL CUSTOMER BEHAVIOR – A REVIEW OF RESEARCH FINDINGS

2021 ◽  
Vol 20 (2) ◽  
pp. 3-10
Author(s):  
Krzysztof Błoński
Keyword(s):  
Consumer Behavior ◽  
Customer Behavior ◽  
Scientific Publications ◽  
Positive Form ◽  
Market Participants ◽  
Dysfunctional Customer Behavior ◽  
Research Findings ◽  
Inherent Part ◽  
Made In ◽  
Great Paradox

Market changes in consumer behavior can take a desirable, positive form and be accepted by other market participants, or they can be contrary to accepted social norms. According to Fullerton and Punj [1998] such behavior is the great paradox of modern consumer culture. Dysfunctional consumer behavior has become an inherent part of modern consumer behavior. The purpose of this paper is to review the results of research on dysfunctional consumer behavior based on selected scientific publications. The presentation of research topics and results will be made in two separate parts. The first part concerns the dysfunctional behaviors of customers, i.e. the way they are presented in the literature and the factors determining such behavior. The second part includes a review of research results concerning the broadly understood consequences of dysfunctional customer behavior.

scholarly journals CUSTOMER BEHAVIOR AND DECISION MAKING IN THE REFURBISHMENT INDUSTRY‐A DATA MINING APPROACH

2010 ◽  
Vol 16 (1) ◽  
pp. 75-84 ◽  
Author(s):  
Chung-Fah Huang ◽  
Sung-Lin Hsueh
Keyword(s):  
Data Mining ◽  
Decision Making ◽  
Consumer Behavior ◽  
Customer Behavior ◽  
Business Operation ◽  
Data Mining Approach ◽  
Selection Behavior ◽  
Research Findings ◽  
Firm Selection ◽  
The Relationship

The study of consumer behavior in the refurbishment industry is crucial to the business operation of firms, but there is a lack of research in this regard. With reference to the EKB model specific to consumer behavior, this paper discusses the relationship among consumption characteristics, firm selection behavior and satisfaction degree of refurbishment customers. 242 valid questionnaire copies were collected from refurbishment customers, and analyzed using Decision Tree Analysis and Association Rules in Data Mining. The research results show that, over half of the customers tend to entrust the refurbishment to well‐reputed firms. Moreover, the integrity of refurbishment equipment, response of refurbishment personnel, professionalism and confidence are key elements in service quality (SQ). The best marketing policy for the customers is one which provides more attractive services. These research findings may provide a useful reference for innovative refurbishment firms in their decision‐making. Santrauka Vartotoju elgsena, tiriant atnaujinima, yra labai svarbi verslo imoniu veiklai, tačiau stinga šiuo klausimu atliktu tyrimu. Remiantis EKB (Engel‐Kollat‐Blackwell) konkrečiu vartotoju elgsenos modeliu, straipsnyje aptariami ryšiai tarp vartojimo charakteristiku, imones pasirinkimo elgsenos ir atnaujinimo vartotoju ivertinimo laipsnio. Surinktos 242 galiojančios atsinaujinančiu vartotoju apklausos, kurios buvo nagrinejamos taikant sprendimu priemimo medi ir ryšiu taisykles gaunant duomenis. Tyrimu rezultatai rodo, kad daugiau kaip puse vartotojuyra linke patiketi atnaujinima žinomoms imonems. Dar daugiau, pagrindiniai elementai, užtikrinantys paslaugu kokybe (PK) ir atnaujinimo vientisuma, yra atnaujinančio personalo reakcija, jo profesionalumas ir pasitikejimas juo. Geriausia vartotoju rinkodaros politika ta, kuri suteikia daugiau patraukliu paslaugu. Šiu tyrimu rezultatai gali suteikti naudingos informacijos novatoriškoms atnaujinimo imonems ir ju sprendimams.

scholarly journals Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

2021 ◽  
Vol 18 (7) ◽  
pp. 3628
Author(s):  
Jinsoo Hwang ◽  
Yekyoung Yoo ◽  
Insin Kim
Keyword(s):  
Social Support ◽  
Emotional Exhaustion ◽  
Customer Behavior ◽  
Restaurant Industry ◽  
Customer Contact ◽  
Service Employees ◽  
Mediating Role ◽  
Proposed Model ◽  
Service Sabotage ◽  
Dysfunctional Customer Behavior

In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees’ mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees’ service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees’ service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees’ service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees’ service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

An Effective Model for Consumer Need Prediction Using Big Data Analytics

2021 ◽  
Author(s):  
Yihao Tian
Keyword(s):  
Big Data ◽  
Consumer Behavior ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Customer Behavior ◽  
Data Set ◽  
Customer Data ◽  
Demand Prediction ◽  
Management Ratio ◽  
The Veil

Big data is an unstructured data set with a considerable volume, coming from various sources such as the internet, business organizations, etc., in various formats. Predicting consumer behavior is a core responsibility for most dealers. Market research can show consumer intentions; it can be a big order for a best-designed research project to penetrate the veil, protecting real customer motivations from closer scrutiny. Customer behavior usually focuses on customer data mining, and each model is structured at one stage to answer one query. Customer behavior prediction is a complex and unpredictable challenge. In this paper, advanced mathematical and big data analytical (BDA) methods to predict customer behavior. Predictive behavior analytics can provide modern marketers with multiple insights to optimize efforts in their strategies. This model goes beyond analyzing historical evidence and making the most knowledgeable assumptions about what will happen in the future using mathematical. Because the method is complex, it is quite straightforward for most customers. As a result, most consumer behavior models, so many variables that produce predictions that are usually quite accurate using big data. This paper attempts to develop a model of association rule mining to predict customers’ behavior, improve accuracy, and derive major consumer data patterns. The finding recommended BDA method improves Big data analytics usability in the organization (98.2%), risk management ratio (96.2%), operational cost (97.1%), customer feedback ratio (98.5%), and demand prediction ratio (95.2%).

Consumer Confusion in Mobile Application Buying

2014 ◽  
Vol 10 (4) ◽  
pp. 52-70 ◽  
Author(s):  
Tathagata Ghosh ◽  
Venu Gopal Rao
Keyword(s):  
Consumer Behavior ◽  
Structural Equation ◽  
Need For Cognition ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
Consumer Confusion ◽  
Managerial Implications ◽  
Research Findings

This study aims to examine effects of consumer confusion proneness on two consumer behavior variables, word of mouth and buying decision, in a confusion prone product market like smartphone and mobile applications (app). Additionally, the study examines the moderating influence of a personality trait variable pertinent to information processing – need for cognition, on the afore-mentioned relationships. Data were collected via a survey from 254 post-graduate students and analyzed with the help of structural equation modeling with a partial least square (PLS) approach using SmartPLS 2.0. Research findings indicate that the dimensions of consumer confusion proneness behave differently in terms of their linkages with consumer behavior. Further, as expected, consumers' need for cognition also play a major moderating role which helps to fathom the concept of consume confusion in the context of mobile and smartphone applications. Academic and managerial implications as well as scope for future research are also discussed.

scholarly journals Comportamento disfuncional do consumidor e táticas dos funcionários de serviços

2019 ◽  
Vol 12 (2) ◽  
pp. 302
Author(s):  
Paloma Antonio ◽  
Lélis Balestrin Espartel ◽  
Marcelo Gattermann Perin
Keyword(s):  
Tacit Knowledge ◽  
Theoretical Study ◽  
Customer Orientation ◽  
Empirical Test ◽  
Academic Research ◽  
Customer Behavior ◽  
Service Employees ◽  
Frontline Employee ◽  
Dysfunctional Behavior ◽  
Dysfunctional Customer Behavior

Dysfunctional customer behavior has grown substantially and has inspired academic research. In this theoretical study, the authors point out that the promotion of the myth of customer sovereignty through the culture of customer orientation is considered to be one of the variables that trigger these behaviors. The frontline employee manages the interactions in services and seeks to serve clients, but within the limitations of the offers. The discrepancy between the customers’ desires and what he obtains causes disillusionment and potentially dysfunctional behavior. Through their experience, employees accumulate tacit knowledge that grounds their assessment of situations and their development of tactics. On the other hand, organizations do not consider the dysfunctional customer behavior nor the tacit knowledge that exists in the service team in their strategies and actions, eventually not making use of this knowledge that could mitigate such behaviors. This is a theoretical article aimed at opening space for the debate of the dysfunctional customer behavior and service employees’ tactics through a theoretical composition that supports propositions and a conceptual model, as well as the suggestion of a future empirical test.

Digital Storytelling as a Self-Regulated Learning Tool

2019 ◽  
pp. 209-232 ◽  
Author(s):  
Sinan Kaya
Keyword(s):  
Learning Process ◽  
Digital Storytelling ◽  
Learning Processes ◽  
Learning Tools ◽  
Learning Tool ◽  
Self Regulated Learning ◽  
Regulated Learning ◽  
Digital Stories ◽  
Research Findings ◽  
Made In

The purpose of this chapter is, as a self-regulated learning tool, to focus on digital storytelling by uncovering relationship between digital storytelling and self-regulated learning process/based on research findings made in the its field. Within this focus, firstly, concept of digital storytelling was theoretically addressed; researches made in learning-teaching for use have been presented; later, self-regulated learning processes and strategies have been defined and given examples. Finally, research findings on the use of digital stories as self-regulated learning tools have been shared.

Dimensions of Design in K-12 Telementoring Programs

2010 ◽  
pp. 15-30
Author(s):  
Kevin O’Neill
Keyword(s):  
Design Space ◽  
Research Findings ◽  
K 12 ◽  
Relationship Of ◽  
The Relationship ◽  
Made In

Teachers and researchers have been designing telementoring programs for more than fifteen years, yet there are many possible program designs that have not yet been attempted, and enormous potential yet to fulfill. An attempt is made to map out the “design space” of K-12 telementoring by discussing the major decisions made in designing a telementoring program, and the relationship of these decisions to one another. Where possible, research findings and examples of specific programs are cited in this discussion. By providing a look “under the hood” of telementoring programs, the chapter aims to help teachers become more equal partners in the effort to refine existing programs and develop new ones. Encouragement is offered to researchers to more fully articulate the rationale behind their designs in their writing, and to carry out more research on the efficacy of particular design choices, so that the field can develop cumulative literature on telementoring design.

scholarly journals Analysis of Customer Behavior Factors on Subscription-Based Music Services

2019 ◽  
Vol 125 ◽  
pp. 21003
Author(s):  
Nia Budi Puspitasari ◽  
Aries Susanty ◽  
Muhammad Faiz Aji Prakoso
Keyword(s):  
Structural Equation Modeling ◽  
Consumer Behavior ◽  
Structural Equation ◽  
Influencing Factor ◽  
Customer Behavior ◽  
Modeling Method ◽  
Equation Modeling

Piracy is a problem that has been faced by various companies, one of which is music service software. Even though piracy gives a benefit to consumers, the losses obtained by the producer cannot be ignored. To overcome these problems, there are music services that can provide services easily and cheaply for consumers, commonly called the Subscription Based Music Service (SBMS). Although there is a service that can replace pirated products (SBMS), there is no guarantee that consumers will use it. This study aims to determine the factors that influence consumers in using SBMS music services. To achieve that, the Structural Equation Modeling method is used with AMOS software. The research was conducted in two countries, Indonesia and Germany with the aim to find out whether or not different countries affect consumer behavior. From the results of research in Indonesian and German respondents, the most influencing factor in the desire to use SBMS is the interest in the application. It can be concluded that the more music users know the service features and services provided by SBMS, the music users will be encouraged to use SBMS.

Combining Pharmacotherapy and Exposure Plus Ritual Prevention for Obsessive Compulsive Disorder: Research Findings and Clinical Applications

2005 ◽  
Vol 19 (4) ◽  
pp. 317-330 ◽  
Author(s):  
Martin E. Franklin ◽  
H. Blair Simpson
Keyword(s):  
Obsessive Compulsive Disorder ◽  
Behavioral Therapy ◽  
Combined Treatment ◽  
Comorbid Depression ◽  
Obsessive Compulsive ◽  
Case Examples ◽  
Compulsive Disorder ◽  
Negative Findings ◽  
Research Findings ◽  
Made In

The efficacy of cognitive-behavioral therapy (CBT) involving exposure and ritual prevention (EX/RP) for obsessive compulsive disorder (OCD) has been well documented, as has the efficacy of pharmacotherapy using serotonin reuptake inhibitors (SRIs). Response to these monotherapies is neither universal nor complete, however, and in the past 20 years significant progress has been made in examining the efficacy of combined EX/RP plus SRI treatment. Results of randomized controlled trials that have employed adequate methodology suggest that combined treatment may afford some advantages over the monotherapies, although the effect is generally not robust and there are some negative findings. Combined treatment may be especially useful in certain clinical circumstances, however, and case examples are provided describing the use of combined treatment for one patient who presented with comorbid depression and for another who refused EX/RP because he perceived it as too threatening.

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