Week 2: Customer Deviance during services

Question 1

What is DCB? (Harris and Reynolds, 2004)

Answer 1

“Actions by customers who intentionally or unintentionally, overtly or covertly, act in a manner that in some way, disrupts otherwise functional service” (Harris and Reynolds, 2004)

Question 2

What is Jaycustomer? (Lovelock et al ,2009)

Answer 2

Ones who act in a thoughtless or abusive way, causing problem for the film, its employee and other customers (Lovelock et al, 2009)

Question 3

What are eight form of DCB? (Harris and Reynolds, 2004)

Answer 3

1. Compensation letter writers
2. Undesirable customer
3. Property abusers
4. Service workers
5. Verbal abusers
6. Vindictive customers
7. Physical abusers
8. Sexual predators

Question 4

What types of effects are there on employees? (Harris and Reynolds, 2004)

Answer 4

・Long-term psychological consequences
・Short-term emotional effects
・Behavioural consequences
・Physical consequences

Question 5

What types of consequences are there on customers? (Harris and Reynolds, 2004)

Answer 5

・Domino effect
・Spoilt consumption effects

Question 6

What types of consequences are there on organisation? (Harris and Reynolds, 2004)

Answer 6

・Indirect financial consequences
・Direct financial costs

Question 7

What are main drivers of DCB? (Reynolds and Harris, 2009)

Answer 7

・Personality traits and predispositions
・Disaffection with service
・Servicescape

Question 8

What are customer deviance prevention strategies? (Fombelle et al, 2020)

Answer 8

・Social
・Design
・Technology

Question 9

What are the modern form added by Fombelle (2020)?

Answer 9

・Wordrobing
・Digital service piracy
・Anti-firm communities, word of mouth