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11 Cards in this Set
- Front
- Back
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Compensation letter writers |
Fake letters of complaint for financial gain |
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Undesirable customers |
Unwanted or unattractive users of a service, such as jayfamilies (loud, messy etc.), drug users, and homeless |
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Property abusers - - Estimated that - FBI found that |
Vandalise the service setting. Possibly trophy hunters, illegally removing items from the servicescape in a covert manner - 4 in 10 people stolen from a shop before (Kallis and Vanier, 1985) - organised theft costs retailers $37.5 billion annually (Covert, 2007) |
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Service workers |
Learn tricks of the trade, like how to get free drinks, which can be problematic from the firms perepctive |
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Vindictive customers carry out - or spread - ___% in the hospitality industry been - ___% experienced outside |
premeditated and malicious acts of retaliation against organisations or individuals - deliberately non-true WoM - 30% in the hospitality industry been subject to this behaviour - 29% experienced outside of work when in uniform |
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Verbal abusers. Verbal abuse is the - Service employees in the U.S are - ___% have experienced this in - U.K front of store - Professional - Ego - Men usually - Women usually |
most frequently experienced form of customer aggression (Yagil, 2008) - victim to customer aggression 10 times a day (Grandey et al. 2004) - 92% have experienced this in the hospitality sector - assistance is subject to verbal abuse once every 3.75 days (USDAW, 2004) - Professional complainers - Ego-hunters, with no real substance to their abuse - Men usually responsible for being verbally abusive individuals - Women usually responsible for being verbally abusive as a group |
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Physical abusers exhibit - ___% of those sampled |
aggressive and violent behaviour - 49% of those sampled had been subjected to this |
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Sexual predators - use - In addition to aggression, - ___% victim - Majority of |
- inappropriate body language, comments, or physical interactions - sexual harassment also constitutes a daily burden for workers in service organisations (LeBlank and Kelloway, 2002) - 38% victim to this - offenders are men, however there are double standards with genders |
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These behaviours |
undermine the concept of customer sovereignty and can be very harmful |
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Customer misbehaviour not |
unusual in the hospitality industry |
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Mainstream SM needs |
to change the way it looks at consumers |
