Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors
The interaction between dysfunctional customers and other customers can cause the domino effect (i.e., the dissemination of a dysfunctional client’s behavior to other nearby clients). However, it is not understood if this effect will manifest under certain levels of damage to the company. This study...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo
2020-03-01
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| Series: | RAE: Revista de Administração de Empresas |
| Subjects: | |
| Online Access: | http://www.scielo.br/pdf/rae/v60n1/0034-7590-rae-60-01-0007.pdf |