Customer deviance: A framework, prevention strategies, and opportunities for future research

The phrase the “customer is always right” assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how manager...

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Bibliographic Details
Main Authors: Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag
Format: Default Article
Published: 2019
Subjects:
Deviant behaviors
Customer relationship
Retailing
Service marketing
Online Access:https://hdl.handle.net/2134/9785198.v1
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https://hdl.handle.net/2134/9785198.v1

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