 Customers who misbehave: Identifying restaurant guests “acting out†via asymmetric case modelsWalid Chaouali, Samiha Mjahed Hammami, Cristóvão VerÃssimo, José Manuel, Lloyd C. Harris, Dahlia El-Manstrly and Arch G. Woodside Journal of Retailing and Consumer Services, 2022, vol. 66, issue C Abstract: This study uncovers the impact of combined dark triad personality traits, firm's power, and customer demographic characteristics. It uses a sample of 263 restaurant customers. The findings include customer configurations indicating misbehavior and non-misbehavior cases. From a theoretical perspective, the study questions the philosophy of customer sovereignty and applies asymmetric case-based modeling to identify configurations indicating misbehavior customers and non-misbehavior customers. Strategy implications: from a managerial perspective and to tackle misbehavior, firms should use coercive power (e.g., suing customers who misbehave), reward power (e.g., recognition and flattery when customers behave properly), and referent power (e.g., enforcing customers' affective attachment). Keywords: Asymmetry; Case; Customer misbehavior; Hospitality; Restaurant; Tourism (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:66:y:2022:i:c:s096969892100463x DOI: 10.1016/j.jretconser.2021.102897 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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