How Frontline Personnel Handle Customer Misbehavior

All service encounters that occur between frontline personnel and customers are not harmonious. Frontline personnel sometimes also need to handle deviant or even threatening customers. Based on interviews with personnel at Gekås Ullared a range of different types of customer misbehavior and tactics among personnel to handle these misbehaviors were found. The results also show that personnel use a number of different tactics before, during and after acts of customer misbehavior. Examples of tactics used are: (before) observing potential misbehavior in checkout lanes; (during) suggesting solutions to customers; (after) sharing experiences with colleagues.



Citation:

Nicklas Salomonson (2011) ,"How Frontline Personnel Handle Customer Misbehavior", in E - European Advances in Consumer Research Volume 9, eds. Alan Bradshaw, Chris Hackley, and Pauline Maclaran, Duluth, MN : Association for Consumer Research, Pages: 5.

Authors

Nicklas Salomonson, University of Borås



Volume

E - European Advances in Consumer Research Volume 9 | 2011



Share Proceeding

Featured papers

See More

Featured

Alternative “Facts”: The Effects of Narrative Processing on the Acceptance of Factual Information

Anne Hamby, Hofstra University
David Brinberg, Virginia Tech, USA

Read More

Featured

The Effect of Bariatric Surgery on Delay Discounting for Food and Money: A Longitudinal Study

Ratnalekha Venkata Naga Viswanadham, INSEAD, France
Hilke Plassmann, INSEAD, France
Yann Cornil, University of British Columbia, Canada
Pierre Chandon, INSEAD, France

Read More

Featured

Flavor Fatigue: How Cognitive Depletion Reduces Enjoyment of Complex Flavors

Rhonda Hadi, Oxford University, UK
Dan Rubin, St. John’s University
Diogo Hildebrand, Baruch College, USA
Thomas Kramer, University of California Riverside, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.