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Gekås Ullared: a consumption phenomenon in Sweden: How frontline personnel handle customer misbehavior
University of Borås, School of Business and IT.
2010 (English)Conference paper, Published paper (Refereed)
Abstract [en]

All service encounters that occur between frontline personnel and customers are not harmonious. Frontline personnel sometimes also need to handle deviant or even threatening customers. Based on interviews with personnel at Gekås Ullared a range of different types of customer misbehavior and tactics among personnel to handle these misbehaviors were found. The results also show that personnel use a number of different tactics before, during and after acts of customer misbehavior. Examples of tactics used are: (before) observing potential misbehavior in checkout lanes; (during) suggesting solutions to customers; (after) sharing experiences with colleagues.

Place, publisher, year, edition, pages
2010.
Keywords [en]
frontline personnel, customer misbehavior, service encounters, tactics, retail, Service encounters, service management, customer misbehavior
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hb:diva-6378Local ID: 2320/6631OAI: oai:DiVA.org:hb-6378DiVA, id: diva2:887065
Conference
European Association for Consumer Research 2010, Rojal Holloway University of London, June 30 - July 3, 2010
Note

Special Session

Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2017-10-09Bibliographically approved

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Salomonson, Nicklas

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
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  • Other locale
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Output format
  • html
  • text
  • asciidoc
  • rtf