Dysfunctional Customer Behavior – A Review of Research Findings

Abstract

Market changes in consumer behavior can take a desirable, positive form and be accepted by other market participants, or they can be contrary to accepted social norms. According to Fullerton and Punj [1998] such behavior is the great paradox of modern consumer culture. Dysfunctional consumer behavior has become an inherent part of modern consumer behavior. The purpose of this paper is to review the results of research on dysfunctional consumer behavior based on selected scientific publications. The presentation of research topics and results will be made in two separate parts. The first part concerns the dysfunctional behaviors of customers, i.e. the way they are presented in the literature and the factors determining such behavior. The second part includes a review of research results concerning the broadly understood consequences of dysfunctional customer behavior.

Dysfunctional Customer Behaviour — Bibliometric Analysis

“…Endnotes 1 The article is part of a broader research project in which members of the research team, which includes the author, aimed to study dysfunctional human behavior as a consumer and employee. 2 According to van Eck, Waltman (2010), VOSviewer should be used to visualize data volumes consisting of a minimum of 100 objects. 3 Citation age is calculated by comparing the date of the citing publication with the date of the cited publication.…”

“…A review of their definition reveals that the authors highlight different aspects of such behaviour and use issues related to ethics, pathology or deviancy of clients in their definitions (Smyczek et al, 2017). A survey of the definitions of the terms indicated makes it possible to conclude that there are no fundamental differences between the perceptions of such behaviour, and the nomenclature proposed can be regarded as similar and complementary (Błoński, 2021). For the purposes of this article, the author adopts the name dysfunctional customer behaviour as a neutral term compared with those mentioned above (Harris & Reynolds, 2003).…”

Deciphering Digital Social Dynamics: A Comparative Study of Logistic Regression and Random Forest in Predicting E-Commerce Customer Behavior

“…In broadening the scope, Błoński [12] highlights the strategic use of data and technology in gaining sustainable advantages and understanding consumer misbehavior. The interdisciplinary nature of consumer behavior research is evident in works like Siebert [13], demonstrating the relevance of consumer behavior modeling in diverse fields such as power systems.…”