|Title||Customer transgressions and perceived employee misbehavior in a context of UK and Russian service industries|
|Authors||Kazakov, S, Ruiz-Alba, J. and Gounaris, S.|
The current study is based on testimony of the linked employee-customer misbehavior model construct developed by Daunt & Harris (2014) adopted and applied to the international service context. According to a different research setting additional construct variables and hypotheses are suggested. The empirical evidence of the proposed model is based on the sample of 275 observations including the sub-sample of 128 customers in UK countries and a second sub-sample of 147 Russian customers of HORECA sector in both settings.
The profound results of the study demonstrated the ample empirical evidence for model validity and hypothesized interrelations. Detected service dysfunction creates a negative effect on customer loyalty and WOM. The increase of the service deviance and employee misbehavior level provokes the customer misbehavior harshness in both UK and Russian samples.
|Keywords||consumer deviant behviour; service employee deviance; service context|
|Web address (URL)||http://www.rug.nl/emac2017/|