| dc.description.abstract | The customer is King, or at least that is what we are told. But some Kings choose
to misbehave and take advantage over service recoveries, service providers, and
organizations. Customer misbehavior can be found as a broad range of intentional
or unintentional actions and behaviors and can impact both the service experience
of their own, other observing customers, the service provider in question, and whole
organizations. In this study we developed a model capable of predicting customer
misbehavior, making it possible for service providers and organizations to predict
customer misbehavior before the service encounter in order to initiate measures to
prevent the misbehavior from happening.
We have done this by conducting an observational study of 509 subjects at one of
Norway’s busiest airports. We collected data of all subjects through 27 different
variables, enabling us to build 4 different models. In addition to building a model
predicting misbehavior with 83.6% accuracy, the other models made us aware of
factors significantly influencing the probability of misbehavior and the severity of
this misbehavior.
These findings enabled us to construct a typology consisting of 7 different
categories. These are (1) The stressed group member, (2) Female Fury, (3) The
Check-In Rager, (4) The Impolite Norwegian, (5) The Sceptic Age Discriminant,
(6) The Stressed Bully, and (7) The Impatient White Collar. This typology can help
service providers detect potential misbehavers more easily and can help
organizations develop strategies and guidelines on how to deal with these types of
misbehavers. | nb_NO |
