مقاله انگلیسی رایگان در مورد یک مرور اصولی و تحلیل کتاب سنجی از جنبه منفی رفتار مشتری – الزویر ۲۰۲۳

مقاله انگلیسی رایگان در مورد یک مرور اصولی و تحلیل کتاب سنجی از جنبه منفی رفتار مشتری – الزویر ۲۰۲۳

 

مشخصات مقاله
ترجمه عنوان مقاله یک مرور اصولی و تحلیل کتاب سنجی از جنبه منفی رفتار مشتری: یک چارچوب یکپارچه از رفتار بی ادبانه مشتری
عنوان انگلیسی مقاله A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
نشریه الزویر
انتشار مقاله سال ۲۰۲۳
تعداد صفحات مقاله انگلیسی ۱۶ صفحه
هزینه دانلود مقاله انگلیسی رایگان میباشد.
نوع نگارش مقاله
مقاله پژوهشی (Research Article)
مقاله بیس این مقاله بیس نمیباشد
نمایه (index) Scopus – Master Journals List – JCR
نوع مقاله ISI
فرمت مقاله انگلیسی  PDF
ایمپکت فاکتور(IF)
۱۳٫۴۳۸ در سال ۲۰۲۲
شاخص H_index ۲۳۶ در سال ۲۰۲۳
شاخص SJR ۲٫۸۹۵ در سال ۲۰۲۲
شناسه ISSN ۰۱۴۸-۲۹۶۳
شاخص Quartile (چارک) Q1 در سال ۲۰۲۲
فرضیه ندارد
مدل مفهومی ندارد
پرسشنامه ندارد
متغیر ندارد
رفرنس دارد
رشته های مرتبط مدیریت – روانشناسی
گرایش های مرتبط بازاریابی – مدیریت کسب و کار – مدیریت بازرگانی – روانشناسی صنعتی و سازمانی
نوع ارائه مقاله
ژورنال
مجله  Journal of Business Research – تحقیق کسب و کار
دانشگاه University of Minho, Portugal
کلمات کلیدی مرور اصولی مطالعات پیشین، تحلیل کتاب سنجی، رفتار بی ادبانه مشتری، جنبه منفی رفتار مشتری، سوء رفتار مشتری
کلمات کلیدی انگلیسی Systematic literature review, Bibliometric analysis, Bibliometric analysis, Dark side of customer behavior, Customer mistreatment
شناسه دیجیتال – doi
https://doi.org/10.1016/j.jbusres.2023.113779
لینک سایت مرجع https://www.sciencedirect.com/science/article/pii/S0148296323001376
کد محصول e17582
وضعیت ترجمه مقاله  ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید.
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فهرست مطالب مقاله:
Abstract
۱ Introduction
۲ Theoretical basis and scope of the dark side of customer behavior
۳ Methodology
۴ Analysis and findings
۵ Discussion of findings and theoretical implications
۶ Conclusions
Declaration of Competing Interest
Acknowledgements
Appendix A. Supplementary material
References

بخشی از متن مقاله:

Abstract

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.

Introduction

In a customer-centric approach, serving customers and consumers effectively remains the cornerstone of successful business outcomes such as high firm performance, stronger brand value, and customer loyalty (Gupta & Ramachandran, 2021). Nevertheless, this shift towards customer-centricity also brought along detrimental customer behaviors. Hence, nowadays firms seek to understand how to deal with an increasing number of negative behaviors from customers as these negatively affect business outcomes as well as employees’ performance and psychological well-being (Hur et al., 2015, Yagil, 2017).

In this paper, we refer to these negative behaviors by using an umbrella term, the dark side of customer behavior, inspired by the dyadic relationship that exists between the “light” and the “dark” side of the Force in George Lucas’ creation Star Wars, and that is also represented in Western and Eastern philosophical and religious worldviews (Eberl, 2016) as well as in management literature (a couple of examples are the work of Davenport et al., 2007, Heidenreich et al., 2015 that conceptualized dark sides of different management processes and outcomes).

The dark side of customer behavior is an umbrella term for various concepts that scholars in consumer research and organizational research have used to define negative behaviors of consumers and customers. For example, Lovelock (2001) coined the term jay-customers for those customers who act inconsiderately, in a vulgar manner, and cause problems for the organization, other customers, and employees. The term dysfunctional customers is also used when investigating the behaviors of those individuals who deliberately or unintentionally, overtly or covertly disrupt the otherwise functional service delivery process (Fullerton and Punj, 2004, Harris and Reynolds, 2003). Other scholars coined the terms customer revenge and retaliation (e.g. Funches et al., 2009, Grégoire et al., 2010), which are seen as the cognitive, emotional, and behavioral efforts of customers in redistributing justice and fairness, and in punishing a corporation for its wrongdoings.

Conclusions

In this article we provided further clarity on the dark side of customer behavior. Our findings show that the dark side of customer behavior has been a prolific field of research across multiple disciplines beyond business and marketing research. Indeed, the topic has been examined through the lenses of psychology, organizational management, and sociology, and in varied sector studies such as hospitality.

The bibliometric analysis uncovered the development of the dark side of customer and consumer behavior research between 1976 and 2022. An assessment of the number of published articles over time, as well as the performance of authors, institutions, journals, and countries, has been performed. The findings from this analysis show that researchers in the United States, Australia, and China are the ones that have been more active in investigating this phenomenon. Furthermore, co-citation networks have been developed and analyzed to understand how the dark side of customer behavior field is structured. The Journal of Business Research emerged as a pivotal journal in this field.

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