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Dealing with customer misbehaviour: Employees’ tactics, practical judgement and implicit knowledge
University of Borås, School of Business and IT.
2012 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 12, no 4, 427-449 p.Article in journal (Refereed)
Abstract [en]

Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

Place, publisher, year, edition, pages
SAGE , 2012. Vol. 12, no 4, 427-449 p.
Keyword [en]
Customer misbehaviour, dysfunctional service encounters, frontline employees, implicit knowledge, practical judgement, practice theory, tactics, Services marketing
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-1371DOI: 10.1177/1470593112457741ISI: 000312203300005Local ID: 2320/11620OAI: oai:DiVA.org:hb-1371DiVA: diva2:869395
Available from: 2015-11-13 Created: 2015-11-13

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