guest contribution by Tobias Schaefers, Kristina Wittkowski, Sabine Benoit (née Moeller), and Rosellina Ferraro
Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage it causes and (2) because of additional negative effects that arise from the contagion of such misbehavior. Tobias Schaefer et al. (2016) did two online experiments to provide the empirical evidence for a contagiousness of misbehavior and reveal that this effect is driven by customers’ perceptions of the social norms among the customer group.
They have summarized their findings in a neat video. Very innovative and maybe the publication format of the future? 😉
Your can find the original article here
