Families seek vacations as a means to improve family interaction and cohesion. Research on the effects of smartphones and other technology on the tourist experience has gained traction in recent years. Unfortunately, there still remains a void in understanding the role smartphones have on interaction and relationship dynamics during family vacations. Therefore, a qualitative research approach was employed to understand the extent to which smartphone usage influences the family vacation experience. The findings revealed that families relied on smartphones to foster a sense of family unity and retain a sense of individuality. Second, smartphones mediated families’ experience of a destination. Third, smartphones altered the traditional internalization and recollection process of family vacation memories.

Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Design/methodology/approach Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies. Findings The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”. Practical implications Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers. Originality/value Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online survey was used to collect 311 actual episodes of consumer envy. Both qualitative and quantitative analyses were used to answer the research questions. Findings This research identified five different triggers of consumer envy during service encounters, each associated with distinct cognitive appraisal patterns. Moreover, envious customers might experience three qualitatively different shades of envy labeled as “blue envy”, “red envy” and “green envy”. Actions taken by service providers are found to be a major cause of consumer envy, and they elicit emotions associated with complaining, negative word of mouth, lower encounter satisfaction and lower repurchase intention. Research limitations/implications While significant contributions are made, this study relied on self-reported data. Given that envy is considered a private and sensitive emotion, participants may have withheld from sharing some of the more socially undesirable details of their envy episodes. Practical implications The results stress the importance for service providers to avoid a perception of unfair preferential treatment. This perception of service unfairness is associated with hostility directed at service employees and negative organizational consequences. Originality/value This study is among the first to examine consumer envy in the context of service encounters.

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