TY - JOUR
T1 - A Systematic Review and Bibliometric Analysis of the Dark Side of Customer Behavior
T2 - An Integrative Customer Incivility Framework
AU - Lages, Cristiana R.
AU - Perez-Vega, Rodrigo
AU - Kadic-Maglajlic, Selma
AU - Borghei-Razavi, Niloofar
PY - 2023/6
Y1 - 2023/6
N2 - The dark side of customer behavior has been receiving increasing attention in the business and management literature in recent years. Scholars have used various terminologies to study those customer behaviors that disrupt service delivery, affect organizational performance, and impact on employees’ well-being. In this study, through a systematic literature review and bibliometric analysis of 246 academic articles, we identify three clusters within the dark side of customer behavior literature: (1) customer dysfunctional behavior; (2) customer revenge and rage as forms of customer misbehavior; and (3) customer mistreatment and incivility-related clusters. Based on these three identified clusters of the literature, we propose an integrative framework of customer incivility as customer incivility is the current centerpiece of the literature on the dark side of customer behavior. In doing so, we identify various research gaps and suggest effective avenues for future works in this research stream.
AB - The dark side of customer behavior has been receiving increasing attention in the business and management literature in recent years. Scholars have used various terminologies to study those customer behaviors that disrupt service delivery, affect organizational performance, and impact on employees’ well-being. In this study, through a systematic literature review and bibliometric analysis of 246 academic articles, we identify three clusters within the dark side of customer behavior literature: (1) customer dysfunctional behavior; (2) customer revenge and rage as forms of customer misbehavior; and (3) customer mistreatment and incivility-related clusters. Based on these three identified clusters of the literature, we propose an integrative framework of customer incivility as customer incivility is the current centerpiece of the literature on the dark side of customer behavior. In doing so, we identify various research gaps and suggest effective avenues for future works in this research stream.
KW - Systematic litetature review
KW - Bibliometric analysis
KW - Customer incivility
KW - Dark side of customer behavior
KW - Customer mistreatment
KW - Systematic literature review
KW - Bibliometric analysis
KW - Customer incivility
KW - Dark side of customer behavior
KW - Customer mistreatment
U2 - 10.1016/j.jbusres.2023.113779
DO - 10.1016/j.jbusres.2023.113779
M3 - Review article
SN - 0148-2963
VL - 161
JO - Journal of Business Research
JF - Journal of Business Research
M1 - 113779
ER -