Jaycustomer behavior: an exploration of types and motives in the hospitality industry

Christopher Lovelock originated the term "jaycustomer" behavior to refer to customers who deliberately act in a thoughtless or abusive manner, causing problems for the firm, employees, or other customers. An overview of existing literature reveals the focal concentration of empirical resea...

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Bibliographic Details
Published in:The Journal of services marketing 2004-08, Vol.18 (5), p.339-357
Main Authors: Harris, Lloyd C, Reynolds, Kate L
Format: Article
Language:English
Subjects:
Brand loyalty
Consumer behavior
Consumer behaviour
Consumption
Critical incident technique
Customer service management
Customer services
Customers. Complaints
Employees
Hospitality industry
Hospitality services
Marketing
Research design
Studies
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Summary:Christopher Lovelock originated the term "jaycustomer" behavior to refer to customers who deliberately act in a thoughtless or abusive manner, causing problems for the firm, employees, or other customers. An overview of existing literature reveals the focal concentration of empirical research regarding the listing or categorization of jaycustomer behaviors has been on individual forms. While the need for a development of a typology of general or all-embracing jaycustomer behaviors has been recognized, and forwarded by a small number of researchers, such efforts have been anecdotal or conceptual in nature, or have emerged as part of wider research. The aim of this study is to advance understanding of the different forms of jaycustomer behaviors through providing empirical insights that explore and describe the activities and motivations of such "deviant" or "dysfunctional" customer behaviors through garnering empirical insights from both customer-contact employees and customers themselves. After a review of existing literatures and a discussion of the research design and approach adopted, the findings from over 100 in-depth interviews, utilizing critical incident technique, are presented and the implications of the study discussed.
ISSN:0887-6045
2054-1651
DOI:10.1108/08876040410548276