Customer Deviance in Resort Hotels: The Case of Turkey

Abstract

This study aims to investigate customer deviance directed against employees working in the hotel industry. First, the literature about the dark side of customers is reviewed. Second, the source of deviant behavior is discussed. Third, the methodology is explained. Finally, the research findings are presented. The assessment of findings is based on 21 semistructured interviews. Although there are some serious deviant behaviors such as stabbing and physical sexual harassment, the deviant behaviors are generally seen as yelling at employees and behaving impolitely, which made employees questioning their status of work and dispirited. The study findings also suggest that the customers from different countries have different deviant behaviors.

Keywords:

• customer deviance
• resort hotel
• tourist behavior