A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework

Cristiana R. Lages, Rodrigo Perez-Vega, Selma Kadić-Maglajlić and Niloofar Borghei-Razavi

Journal of Business Research, 2023, vol. 161, issue C

Abstract: The dark side of customer behavior has been receiving increasing attention in the business and management literature in recent years. Scholars have used various terminologies to study those customer behaviors that disrupt service delivery, affect organizational performance, and impact on employees’ well-being. In this study, through a systematic literature review and bibliometric analysis of 246 academic articles, we identify three clusters within the dark side of customer behavior literature: (1) customer dysfunctional behavior; (2) customer revenge and rage as forms of customer misbehavior; and (3) customer mistreatment and incivility-related clusters. Based on these three identified clusters of the literature, we propose an integrative framework of customer incivility as customer incivility is the current centerpiece of the literature on the dark side of customer behavior. In doing so, we identify various research gaps and suggest effective avenues for future works in this research stream.

Keywords: Systematic literature review; Bibliometric analysis; Customer incivility; Dark side of customer behavior; Customer mistreatment (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0148296323001376
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:161:y:2023:i:c:s0148296323001376

DOI: 10.1016/j.jbusres.2023.113779

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().