Customer Misbehavior and Selective Demarketing－ Focused on Airline Unfair customers -

The background of this research was to conduct a profound study of impact of other-customer failure The purpose of this paper is to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The objectives of this research was : (a) the effect of controllability to firm responsibility, (b) the effect of stability to firm responsibility, (c) the effect of firm responsibility to customer satisfaction, (d) the effect of firm responsibility to service recovery expectations, (e) the effect of service recovery expectations to customer satisfaction, (f) the effect of severity of other customer failure to service recovery expectations, (g) the effect of severity of other customer failure to customer satisfaction, (h) the effect of perceived employee effort to customer satisfaction. The design of this research applies a survey toward unit of analysis on hotels services by interview the customers for testing hypothesis. Meanwhile the required data consist of seventh variables which are controllability attributions, stability attributions, firm responsibility, service recovery expectation, severity of other customer failure, perceived employee effort and customer satisfaction. The aggregate numbers of hotels guests being respondent of the study are 200. Data analysis used in this research was consists of Structural Equation Model Analysis by AMOS 6 as software. The result of this research conclude that controllability and stability attributions had an effect to firm responsibility, firm responsibility had an effect to service recovery expectations, severity of other customer failure had an effect to service recovery expactations, and perceived employee effort had an effect to customer satisfaction. Meanwhile firm responsibility had an effect to customer satisfaction, service recovery expectations had an effect terhadap customer satisfaction, severity of other customer failure had an effect to customer satisfaction. Keywords: Service recovery expectations, severity of other customer failure, and customer satisfaction

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A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor

Open Journal of Social Sciences ◽

10.4236/jss.2017.56014 ◽

2017 ◽

Vol 05 (06) ◽

pp. 150-162 ◽

Cited By ~ 1

Author(s):

Hui Man ◽

Feiyan Liu ◽

Yutong Gao

Keyword(s):

Emotional Labor ◽

Meta Analysis ◽

The Relationship ◽

Customer Misbehavior

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Customer Misbehavior in Retail Settings: The Retail Employee Perspective

Journal of the Korean Society of Clothing and Textiles ◽

10.5850/jksct.2010.34.7.1220 ◽

2010 ◽

Vol 34 (7) ◽

pp. 1220-1231

Author(s):

Kyung-Ae Park

Keyword(s):

Employee Perspective ◽

Customer Misbehavior

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Whose fault is it?

European Journal of Marketing ◽

10.1108/ejm-01-2016-0014 ◽

2017 ◽

Vol 51 (11/12) ◽

pp. 1856-1875 ◽

Cited By ~ 1

Author(s):

Katja Rummelhagen ◽

Martin Benkenstein

Keyword(s):

Exploratory Research ◽

Attribution Of Responsibility ◽

Content Type ◽

Service Employees ◽

Customer Expectations ◽

Recovery Expectations ◽

Employee Effort ◽

Customer Misbehavior ◽

Sequential Studies ◽

Practical Implications

Purpose This research paper aims to provide an understanding of how customers evaluate other customers’ misbehavior, considering the attribution of responsibility and how service employees should react in the respective situation. Design/methodology/approach Two sequential studies using written scenarios are conducted, including manipulations for responsibility (deviant customer vs employee) and employee effort (high vs medium). Findings The results show that observing customers perceive misbehavior caused by the deviant customer as more severe and feel more intense negative emotions than when an employee is attributed as being responsible. Employee responsibility, however, elicits higher recovery expectations, which in turn decide the level of employee effort required to ensure observing customers’ satisfaction. Research limitations/implications Due to the exploratory research objective and the use of a restricted sample and written scenarios, the studies may be subject to restrictions. Further studies will ensure generalizability. Practical implications Because different customer expectations arise from the respective responsibility for customer misbehavior, service employees should be encouraged to differentiate their efforts when approaching misbehavior. In case of their own responsibility, employees need to exert higher efforts to restore a functional service encounter, whereas in cases of customer responsibility, medium efforts are sufficient to stop the misbehaving customer. Originality/value This research contributes to understanding of cognitive and emotional responses to customer misbehavior considering the attribution of responsibility and indicates how service employees may handle these situations.

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ANALISIS PENGARUH PERILAKU KONSUMEN TERHADAP CUSTOMER MISBEHAVIOR DALAM INDUSTRI RETAIL DI INDONESIA (Studi pada Hypermart)

Jurnal Riset Ekonomi dan manajemen ◽

10.17970/jrem.17.170106.id ◽

2017 ◽

Vol 17 (1) ◽

pp. 69

Author(s):

Amelia Amelia ◽

Ronald Ronald

Keyword(s):

High Frequency ◽

Sensation Seeking ◽

Sampling Method ◽

Sampling Technique ◽

Self Esteem ◽

Customer Behavior ◽

Personality Variables ◽

The Past ◽

A Company ◽

Customer Misbehavior

The retail industry is one of the fastest growing industries in Indonesia, with Hypermart as one of the largest retail companies. As a company engaged in retail then Hypermart provides a variety of consumer goods that the majority of Indonesian people shopping with high frequency at Hypermart. The purpose of this study was to understand the effect of customer behavior in the past and the future customer behavior. In previous studies in various research on consumer behavior, this relationship has not been studied adequately using personality variables were complete. Additional variables used in this study are five variables based on consumer personality is Consumer alienation, Machiavellianism, Sensation seeking, aggressiveness, self-esteem, Past misbehavior, Future misbehavior Furthermore, this study also aimed as a consideration for the managerial or practitioners Hypermart in the decision-making process, in an effort to reduce misbehavior future intentions of customers Hypermart through past efforts to reduce customer misbehavior. The sampling method used in the study to be performed are non-probability sampling. This study used a questionnaire as a major tool in data collection. This research will be used purposive sampling technique. The number of samples in this research are 300 respondents were evaluated, and the data were analyzed using multiple regression with SPSS 16. The results of this study can be used by companies that are facing the problem of customer misbehavior in shaping strategies to reduce customer misbehavior.

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PENGARUH CONTROLLABILITY ATTRIBUTION DAN STABILITY ATTRIBUTION TERHADAP SATISFACTION MELALUI FIRM RESPONSIBILITY DAN RECOVERY EXPECTATION

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v2i2.551 ◽

2009 ◽

Vol 2 (2) ◽

pp. 23

Author(s):

Ahmad Sukmawan

Keyword(s):

Data Analysis ◽

Customer Service ◽

Call Center ◽

Structural Equation ◽

Negative Influence ◽

Volitional Control ◽

Customer Expectations ◽

Independent Variables ◽

Equation Modelling ◽

Customer Misbehavior

Objectives of this research was to investigate how and why other-customer misbehavior has a negative influence on customer satisfaction with the service firm. The design of this research applies a survey in Telkomsel to interview the customers for testing the hypothesis. Meanwhile the required data consist of five variables are controllability attribution, stability attribution as independent variables, firm responsibility, and recovery expectation as intervening variable. Finally, satisfaction as dependent variable. The aggregate numbers of customer being respondent of the study are 130 customers. Data analysis used in this research was consists of Structural Equation Modelling by AMOS 6.0 as software. Result of this research concludes that people consider another customer's failure to be the firm's responsibility when they perceive that the failure is under the firm's volitional control (i.e. controllability attribution). This controllability attribution leads to customer expectations of compensation for recovery from dissatisfaction. Keywords: Call center, customer service, controllability attribution, service satisfaction, recovery expectation.

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