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

Q11. The Effect of Message Ephemerality on Information Processing

Uri Barnea, University of Pennsylvania, USA
Robert Meyer, University of Pennsylvania, USA
Gideon Nave, University of Pennsylvania, USA

Read More

Featured

C10. Beyond Self-control: A Field Exploration of the Interactive Effect between Cue-induced and Prospective Decision Making on Long-term Weight Loss

Wanyu Li, McGill University, Canada
Laurette Dube, McGill University, Canada
Yu Ma, McGill University, Canada

Read More

Featured

K3. Goal or Knowledge? Exploring the Nature of Culture and its Consequential Effect

Xiaohua Zhao, Tsinghua University
Fang Wan, University of Manitoba, Canada
Antonios Stamatogiannakis, IE Business School, IE University
Haiyang Yang, Johns Hopkins University

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.