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Retail rage: incidents, triggers and frontline tactics
University of Borås, School of Business and IT.
2010 (English)Conference paper, (Other academic)
Abstract [en]

All service encounters between frontline personnel and customers are not harmonious. Customers sometimes deliberately act in a thoughtless or abusive manner which causes problems for the firm, its employees, and other customers. Frontline personnel often become subject to acts of customer misbehavior and need to handle these situations. The purpose of this paper is to contribute with an enriched understanding of different acts of dysfunctional customer behavior in the retail sector, possible triggers of the misbehavior, and the tactics used by frontline personnel to handle these acts of misbehavior. The study is conducted in the retail store Gekås Ullared in Sweden and based on interviews with personnel that work at the check-out counter and at the return counter. The findings demonstrate a number of different types and possible triggers of misbehavior and that frontline personnel have developed several tactics in order to handle these incidents.

Place, publisher, year, edition, pages
2010.
Keyword [en]
retail, service encounters, dysfunctional customer behavior, Service marketing, service encounters, customer misbehavior
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hb:diva-6456Local ID: 2320/7228OAI: oai:DiVA.org:hb-6456DiVA: diva2:887152
Conference
Salomonson, N. (2010), "Retail rage: incidents, triggers and frontline tactics", Presented at Nordic Retail and Wholesale Conference (The 2nd NRWC), School of Business, Economics and Law, University of Gothenburg, November 10-11, 2010.
Available from: 2015-12-22 Created: 2015-12-22

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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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More styles
Language
  • de-DE
  • en-GB
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  • Other locale
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Output format
  • html
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