유통환경에서의 고객 부정행동 고찰: 유통업체 종업원 관점

Title
유통환경에서의 고객 부정행동 고찰: 유통업체 종업원 관점
Other Titles
Customer Misbehavior in Retail Settings: The Retail Employee Perspective
Author(s)
박경애
Keywords
고객 부정행동; 불량고객; Customer misbehavior; Wrong customers
Issue Date
201007
Publisher
한국의류학회
Citation
한국의류학회지, v.34, no.7, pp.1220 - 1231
Abstract
This study examined customer misbehaviors in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from the employee's perspectives. Qualitative data were collected from an individual interview method, and 222 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, unreasonable demands, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Behavioral backgrounds included dissatisfaction, unreasonable expectations, actively benefiting of service failures, taking advantage of service standards, illegitimate complaints, monetary gains, transferring responsibility, and demanding special treatment. Employees experienced stress facing misbehaving customers with no other choice except to accept misbehaviors and learned misbehaviors as customers themselves. The study further discusses the implications.
URI
http://hdl.handle.net/YU.REPOSITORY/23906
ISSN
1225-1151
Appears in Collections:
생활과학대학 > 의류패션학과 > Articles
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