Abstract
The purpose of this study is to analyze consumer and worker attitudes towards consumer misbehavior in a service sector (restaurants and cafes), to determine the differences between consumers and workers, and to show the relationship of this phenomenon to demographical variables. It has found that consumers and workers are aware of the negative effects of consumer misbehavior on workers and other customers, as well as on service quality. Furthermore, consumers are aware of the fact that consumer misbehaviors can occur independently of the worker and that it would be the customers who suffer most from misbehaviors. This paper hardly finds the demographical variables that explain the different misbehaviors. These findings can be utilized in order to decrease consumer misbehaviors.
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F. Bahar Isin is lecturer at the Faculty of Economics and Administrative Science, Baskent University. She has M.B.A. Degree from Bas kent University and PhD. degree from Gazi University. Her research interests are consumer behavior and marketing ethics. She studied on marketing ethics, child consumers, jay customers, corporate identity.
M. Hakan Altintas completed his PhD in 1999 at Uludag University, Turkey. He is an associate Professor in Marketing at Uludag Uni-versity, Turkey. His prime research areas are related to the cultural perspectives of marketing and consumer behaviour. Dr Altintas is the author of two books, contributed various articles to academic journals and presented his research work in conferences. He has been working on consumer deviance behavior, consumer boycotts, consumer cosmopolitanism and con-sumer xenophobia recently.
Fusun Cinar-Altintas completed her PhD in 2004 at Uludag University, Turkey. She is an assistant professor in Management at Uludag University. Her basic areas are spesifically gender and leadership, organizational politics and justice, and employee sabo-tage behavior.
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Bahar Isin, F., Altintas, H. & Cinar Altintas, F. Research on the attitudes of consumers and workers towards customer misbehaviors. J Serv Sci 2, 55–80 (2010). https://doi.org/10.1007/s12927-010-0003-1
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DOI: https://doi.org/10.1007/s12927-010-0003-1