Abstract
Dysfunctional customer behavior is endemic and prevalent across multiple service sectors. However, despite significant interest from practitioners and scholars, understanding of the concept of dysfunctional customer behavior and its measurement has been limited to date. Moreover, studies have not systematically explored the exact dimensionality of dysfunctional customer behavior, leaving its precise composition unclear. Across five studies, this investigation identifies a three-dimensional dysfunctional customer behavior construct comprising verbal abuse, disproportionate demand, and illegitimate complaint. The authors develop and validate a multi-dimensional scale to measure dysfunctional customer behavior.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
