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Jaycustomer behavior: an exploration of types and motives in the hospitality industry

Harris, Lloyd C. and Reynolds, Kate L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18 (5) , pp. 339-357. 10.1108/08876040410548276

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Christopher Lovelock originated the term “jaycustomer” behavior to refer to customers who deliberately act in a thoughtless or abusive manner, causing problems for the firm, employees, or other customers. An overview of existing literature reveals the focal concentration of empirical research regarding the listing or categorization of jaycustomer behaviors has been on individual forms. While the need for a development of a typology of general or all-embracing jaycustomer behaviors has been recognized, and forwarded by a small number of researchers, such efforts have been anecdotal or conceptual in nature, or have emerged as part of wider research. The aim of this study is to advance understanding of the different forms of jaycustomer behaviors through providing empirical insights that explore and describe the activities and motivations of such “deviant” or “dysfunctional” customer behaviors through garnering empirical insights from both customer-contact employees and customers themselves. After a review of existing literatures and a discussion of the research design and approach adopted, the findings from over 100 in-depth interviews, utilizing critical incident technique, are presented and the implications of the study discussed.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Uncontrolled Keywords: Customers. Complaints; Consumer behaviour; Hospitality services; Customer service management; Critical incident technique
Publisher: Emerald
ISSN: 0887-6045
Last Modified: 31 Jan 2020 05:40

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