Week 2: Customer Deviance during services Flashcards

1
Q

What is DCB? (Harris and Reynolds, 2004)

A

“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)

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2
Q

What is Jaycustomer? (Lovelock et al ,2009)

A

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

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3
Q

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

A
  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
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4
Q

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

A

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

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5
Q

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

A

・Domino effect
・Spoilt consumption effects

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6
Q

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

A

・Indirect financial consequences
・Direct financial costs

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7
Q

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

A

・Personality traits and predispositions
・Disaffection with service
・Servicescape

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8
Q

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

A

・Social
・Design
・Technology

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9
Q

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

A

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

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