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Dealing with customer misbehavior: Employees’ tactics, practical judgement and implicit knowledge
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0002-2711-7626
Borås universitet.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
2012 (English)In: Marketing Theory, ISSN 1470-5931, E-ISSN 1741-301X, Vol. 12, no 4, p. 427-449Article in journal (Refereed) Published
Abstract [en]

Much current research fails to provide in-depth explanations as to how and with what resources frontline employees deal with incidents where customers display dysfunctional behaviour. By drawing on theory of implicit knowledge and practical judgement this paper aims to explain this and conceptualize inherent structures and sub-mechanisms, central to service marketing. The analysis is based on in-depth interviews and narratives from four different industries, each representing service provision wherein customer misbehaviour is found to be frequent. The results display linkages between the central dimensions of dealing with customer misbehaviour. When incidents of misbehaviour occur they are met by tactics ranging from routinized action to more analytical and strategic approaches. These tactics are guided by underlying mechanisms in the form of practical judgements based on rules, balanced adjustment or reflection, with the judgements in turn being informed by implicit knowledge based on norms, schemes, or multi-perspective thinking. The study reveals patterns of linkages between these.

Place, publisher, year, edition, pages
Sage Publications, 2012. Vol. 12, no 4, p. 427-449
Keywords [en]
Customer misbehaviour dysfunctional service encounters frontline employees, implicit knowledge, practical judgement, practice theory, tactics
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-10287DOI: 10.1177/1470593112457741ISI: 000312203300005OAI: oai:DiVA.org:kau-10287DiVA, id: diva2:493818
Available from: 2012-02-08 Created: 2012-02-08 Last updated: 2017-12-07Bibliographically approved

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Echeverri, PerÅberg, Annika
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