Shoplifting

Krasnovsky, Therese; Lane, Robert C.

doi:10.1016/s1359-1789(97)00022-0

Cited by 58 publications

(3 citation statements)

References 38 publications

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“…A significant amount of literature has been undertaken since Lovelock’s work on deviant or dysfunctional consumer behavior. Jaycustomer behavior may result in other-customer dissatisfaction (Lovelock, 1994) and financial losses (Krasnovsky and Lane, 1998). Jaycustomer behavior, including shoplifting, can be a coping mechanism to dissatisfactory or stressful service experiences (Mattila and Ro, 2008) and can be a retaliatory strategy (Huefner and Hunt, 2000).…”

Section: Theft By Touristsmentioning

confidence: 99%

Tourists “stealing” stuff

Pratt

2020

Tourism Economics

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Hotel guests are sometimes confused as to what they can take from their hotel room. Passengers are sometimes confused as to what they can take from their flight. When passengers take a flight and hotel guests pay for a room, what items are they entitled to? It is not so clear. This research explores this issue. The economic value of these items can be quite prohibitive and represents a direct economic loss to these tourism businesses. The focus of previous research on theft in the tourism and hospitality industry focuses on tourists being robbed or employees stealing from their employers. This research assesses the self-reported incidence of tourists taking items from hotels and airlines and investigates the relationship between tourists taking both free and not-complimentary items and self-reported ethical tourist behavior. Further, we segment and profile the types of tourists who take items from hotels and airlines. We achieve these research objectives by undertaking a quantitative survey through 538 completed questionnaires captured via an in-person intercept method in commonly frequented tourist hot spots in Hong Kong. The incidence of theft is relatively high for some items, but tourists generally know which items they are entitled to and which they are not. There are three segments of tourists in terms of their self-reported behavior of taking items from hotel rooms and off flights: Honest, Impulsive, and Habituals.

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Section: Theft By Touristsmentioning

confidence: 99%

Tourists “stealing” stuff

Pratt

2020

Tourism Economics

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“…Along with the literature that examined the antecedents of dysfunctional customer behavior, consequences have also been highlighted because they cause tremendous damage during service encounters to customer-contact employees, fellow customers, and the company [5]. In particular, dysfunctional customer behavior is a financial cost to the company [10], increases employees' psychological exhaustion and turnover [36], and decreases customer satisfaction and loyalty by disrupting other customers' service experience [9,33].…”

Section: Dysfunctional Customer Behaviormentioning

confidence: 99%

“…In particular, violent or rude customers are encountered more frequently in restaurant outlets that supply intoxicating beverages [5]. The deviant behavior of these customers disrupts service encounters, decreases other customers' overall service satisfaction [8,9], and damages the service companies' financial performance [10], which is called dysfunctional customer behavior [11]. Previous service management research has found that such dysfunctional customer behavior adversely affects service employees, generating psychological stress, damaging their self-esteem, and making the service employees engage in counterproductive behaviors [6,12,13].…”

Section: Introductionmentioning

confidence: 99%

Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

Hwang

Yoo

Kim

2021

IJERPH

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In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees’ mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees’ service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees’ service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees’ service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees’ service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

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The Effectiveness of Fear Appeals Featuring Fines versus Social Disapproval in Preventing Shoplifting Among Adolescents

Vermeir

Bock

Kenhove

2017

Psychology and Marketing

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The present study investigates the effectiveness of fear appeals, including type of punishment (social disapproval vs. fines), probability of getting caught when shoplifting, and severity of the punishment, in preventing shoplifting among adolescents. Results show that when the chance of getting caught is low, social punishment messages should stress severe levels of social disapproval. When social disapproval messages imply a high probability of apprehension, the severity of social rejection does not affect shoplifting intentions. Finally, messages focusing on fines should depict large instead of small fines, irrespective of the communicated probability of getting caught.

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Shoplifting

Cited by 58 publications

References 38 publications

Tourists “stealing” stuff

Tourists “stealing” stuff

Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

The Effectiveness of Fear Appeals Featuring Fines versus Social Disapproval in Preventing Shoplifting Among Adolescents

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