Antecedents and Consequences of Customers' Misbehavior: Opening The Black Box
Alicia A. Grandey · Academy of Management Proceedings · 2014
Four papers in our symposium examine the moderating and mediating effects of the negative impact of customer misbehavior, explore cases in which customer misbehavior may lead to positive reactions, and investigate antecedents of customer misbehavior. Using these new perspectives, our symposium aims to further our understanding of the dark side of customer behavior and shed lights on the antecedents and consequences of such behavior. From a practical standpoint, our research will help organizations to better manage customers' negative behaviors or the negative consequences of such behavior. The Effect of Provocation and Gender on Desire for Revenge and Customer Sabotage Presenter: Leah D Sheppard; Washington State U. Presenter: Danielle van Jaarsveld; U. of British Columbia Is Anger Rewarded? Discrepancies in Perceived Reactions to Customers' Anger Presenter: Anat Rafaeli; Technion Israel Institute of Technology Presenter: Rellie Rachel Derfler-Rozin; Robert H. Smith School of Business Presenter: Shy Ravid; Israel Institute of Technology Relating Aversive Organizational Context to Customer Aggression Presenter: Shira Agasi; U. of Toronto Presenter: Katy DeCelles; U. of Toronto Presenter: Anat Rafaeli; Technion Israel Institute of Technology The Trickle-up Effects: How Customer Deviance Behavior Influences Employee Deviance Behavior Presenter: David X.H. Wo; U. of Central Florida Presenter: Maureen L. Ambrose; U. of Central Florida Presenter: Marshall Schminke; U. of Central Florida