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Deviant Behavior Volume 35, 2014 - Issue 11
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Original Articles

Being Difficult: Customers’ Sensemaking of Their Deviant Behavior

Dana YagilUniversity of Haifa, Haifa, IsraelCorrespondence[email protected]
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Gil LuriaUniversity of Haifa, Haifa, IsraelView further author information
Pages 921-937 | Received 25 Oct 2013, Accepted 02 Feb 2014, Published online: 29 Jul 2014

Citations (14)

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Read on this site (2)

Kate L. Daunt & Dominique A. Greer. (2017) The dark side of marketing: introduction to the special issue. Journal of Marketing Management 33:15-16, pages 1231-1235.
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Achilleas Boukis. (2016) Achieving favourable customer outcomes through employee deviance. The Service Industries Journal 36:7-8, pages 319-338.
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Articles from other publishers (12)

Cristiana R. Lages, Rodrigo Perez-Vega, Selma Kadić-Maglajlić & Niloofar Borghei-Razavi. (2023) A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework. Journal of Business Research 161, pages 113779.
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Jeff S. Johnson. (2023) How business-to-business salespeople deal with buying center dissenters. International Journal of Research in Marketing.
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Fernando Jaramillo, Jeff Johnson & Scott Friend. 2023. The Palgrave Handbook of Servant Leadership. The Palgrave Handbook of Servant Leadership 549 569 .
Yakup Kemal Özekici & Kurban Ünlüönen. (2021) Problematic customer behaviours and their triggers: the perspective of restaurant employees. Journal of Hospitality and Tourism Insights 5:3, pages 663-686.
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Lujun Su, Jin Cheng, Jun Wen, Metin Kozak & Stephen Teo. (2022) Does seeing deviant other-tourist behavior matter? The moderating role of travel companions. Tourism Management 88, pages 104434.
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Fernando Jaramillo, Jeff Johnson & Scott Friend. 2021. The Palgrave Handbook of Servant Leadership. The Palgrave Handbook of Servant Leadership 1 22 .
Iddo Gal, Dana Yagil & Gil Luria. (2021) Service workers and “difficult customers”: quality challenges at the front line. International Journal of Quality and Service Sciences 13:2, pages 321-337.
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Dana Yagil. 2021. Special Topics and Particular Occupations, Professions and Sectors. Special Topics and Particular Occupations, Professions and Sectors 109 134 .
Dana Yagil & Hana Medler-Liraz. (2018) The effect of customer social status and dissatisfaction on service performance. Service Business 13:1, pages 153-169.
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Markus Riek & Rainer Böhme. (2018) The costs of consumer-facing cybercrime: an empirical exploration of measurement issues and estimates†. Journal of Cybersecurity 4:1.
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Dana Yagil. 2018. Special topics and particular occupations, professions and sectors. Special topics and particular occupations, professions and sectors 1 26 .
Johannes Habel, Sascha Alavi & Doreén Pick. (2017) When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules. International Journal of Research in Marketing 34:4, pages 919-941.
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