Citations (16)
Keep up to date with the latest research on this topic with citation updates for this article.
Read on this site (4)
Yi Zhang & Jingyi Zhao. (2023) Research on Mechanisms of Customer-Oriented Deviance on Brand Trust: The Mediating Roles of Perceived Benefit / Uncertainty and the Moderating Role of Customer Involvement. Psychology Research and Behavior Management 16, pages 1063-1077.
Read now
Read now
Ching-Ying Huang & Chia-Hsien Lai. (2021) Effects of internal branding management in a hospital context. The Service Industries Journal 41:15-16, pages 985-1006.
Read now
Read now
Rajesh Ittamalla & Daruri Venkata Srinivas Kumar. (2019) The impact of social cues on passengers’ travel experience. The Service Industries Journal 39:3-4, pages 299-318.
Read now
Read now
Kyungyeol (Anthony) Kim & Kevin K. Byon. (2018) A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction. Sport Management Review 21:5, pages 582-595.
Read now
Read now
Articles from other publishers (12)
Yi Zhang, Jingyi Zhao & Jian Qin. (2024) Research on mechanism of servant leadership on employees' customer-oriented deviance: the mediating role of psychological security and the moderating role of error management climate. Asia Pacific Journal of Marketing and Logistics.
Crossref
Crossref
Rebecca J. BennettBella L. GalperinLong WangJigyashu Shukla. (2024) Norm-Violating Behavior in Organizations: A Comprehensive Conceptual Review and Model of Constructive and Destructive Norm-Violating Behavior. Annual Review of Organizational Psychology and Organizational Behavior 11:1, pages 481-507.
Crossref
Crossref
Xiuli Ma, Xiaowei Xu & Jiajing Hu. (2023) Does pro-customer behavior always do the trick? An investigation of pro-customer deviance. International Journal of Hospitality Management 114, pages 103552.
Crossref
Crossref
Jiajing Hu, Xiuli Ma, Xiaowei Xu & Yan Liu. (2022) Treat for affection? Customers’ differentiated responses to pro-customer deviance. Tourism Management 93, pages 104619.
Crossref
Crossref
Gary Mortimer & Shasha Wang. (2021) Examining the drivers of deviant service adaption in fashion retailing: the role of tenure. Journal of Fashion Marketing and Management: An International Journal 26:2, pages 221-246.
Crossref
Crossref
Taeshik Gong, Pengchang Sun & Min Jung Kang. (2021) Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers. Cornell Hospitality Quarterly 63:1, pages 119-135.
Crossref
Crossref
M. A. Gagarina, A. N. Nevruev & N. A. Solovova. 2021. Economic Systems in the New Era: Stable Systems in an Unstable World. Economic Systems in the New Era: Stable Systems in an Unstable World
553
559
.
Pengbo LI, Ying ZHOU, Zhen WANG & Yuqing SUN. (2022) Present Buddha with borrowed flowers: Customer-oriented deviant behaviors. Advances in Psychological Science 28:12, pages 2150-2159.
Crossref
Crossref
Murat Yeşiltaş & Mert Gürlek. 2020. Organizational Behavior Challenges in the Tourism Industry. Organizational Behavior Challenges in the Tourism Industry
305
326
.
Peter Lugosi. (2019) Deviance, deviant behaviour and hospitality management: Sources, forms and drivers. Tourism Management 74, pages 81-98.
Crossref
Crossref
Jin Ho Jung & Jaewon Yoo. (2019) The effects of deviant customer-oriented behaviors on service friendship: The moderating role of co-production. Journal of Retailing and Consumer Services 48, pages 60-69.
Crossref
Crossref
Nai-Wen Chi & Pei-Chi Chen. (2019) Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes. Journal of Business Research 95, pages 277-291.
Crossref
Crossref