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 |
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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 |
| _version_ | 1797766183166935040 |
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| author | Denise Telli Lélis Balestrin Espartel Lélis Balestrin Espartel Clecio Falcao Araujo Kenny Basso |
| author_facet | Denise Telli Lélis Balestrin Espartel Lélis Balestrin Espartel Clecio Falcao Araujo Kenny Basso |
| author_sort | Denise Telli |
| collection | DOAJ |
| description | 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 thus aims to verify if the amount of damage from the dysfunctional behavior can affect the probability of the domino effect. Through five experimental studies, we prove that the amount of damage influences the likelihood of dysfunctional behavior replication. Moreover, we found that this effect is explained by the acceptability of the dysfunctional behavior. We also identify that a consumer’s ethics level, perception of risk in replicating the behavior, and social distance acts as boundary conditions of the amount of damage effect on the probability of replicating the dysfunctional behavior. |
| first_indexed | 2024-03-12T20:20:36Z |
| format | Article |
| id | doaj.art-8f6d481e1c6b445f8d7b2fad593bdce5 |
| institution | Directory Open Access Journal |
| issn | 0034-7590 2178-938X |
| language | English |
| last_indexed | 2024-03-12T20:20:36Z |
| publishDate | 2020-03-01 |
| publisher | Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo |
| record_format | Article |
| series | RAE: Revista de Administração de Empresas |
| spelling | doaj.art-8f6d481e1c6b445f8d7b2fad593bdce52023-08-02T00:58:53ZengFundação Getulio Vargas, Escola de Administração de Empresas de São PauloRAE: Revista de Administração de Empresas0034-75902178-938X2020-03-01601719Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDenise Telli 0Lélis Balestrin Espartel Lélis Balestrin Espartel 1Clecio Falcao Araujo 2Kenny Basso 3Pontifícia Universidade Católica do Rio Grande do Sul, Escola de Negócios, Porto Alegre, RS, BrazilPontifícia Universidade Católica do Rio Grande do Sul, Escola de Negócios, Porto Alegre, RS, BrazilPontifícia Universidade Católica do Rio Grande do Sul, Escola de Negócios, Porto Alegre, RS, Brazil e Universidade Regional do Noroeste do Estado do Rio Grande do Sul, Programa de Pós-Graduação em Desenvolvimento Regional, Ijuí, RS, Brazil Cooperando Inteligência + Interação & B-LAB Learning Space, Passo Fundo, RS, BrazilThe 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 thus aims to verify if the amount of damage from the dysfunctional behavior can affect the probability of the domino effect. Through five experimental studies, we prove that the amount of damage influences the likelihood of dysfunctional behavior replication. Moreover, we found that this effect is explained by the acceptability of the dysfunctional behavior. We also identify that a consumer’s ethics level, perception of risk in replicating the behavior, and social distance acts as boundary conditions of the amount of damage effect on the probability of replicating the dysfunctional behavior.http://www.scielo.br/pdf/rae/v60n1/0034-7590-rae-60-01-0007.pdfdysfunctional behaviordomino effectethicsperception of riskcontagious effect |
| spellingShingle | Denise Telli Lélis Balestrin Espartel Lélis Balestrin Espartel Clecio Falcao Araujo Kenny Basso Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors RAE: Revista de Administração de Empresas dysfunctional behavior domino effect ethics perception of risk contagious effect |
| title | Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors |
| title_full | Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors |
| title_fullStr | Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors |
| title_full_unstemmed | Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors |
| title_short | Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors |
| title_sort | dishonesty is contagious investigating the domino effect of dysfunctional customer behaviorsdishonesty is contagious investigating the domino effect of dysfunctional customer behaviors |
| topic | dysfunctional behavior domino effect ethics perception of risk contagious effect |
| url | http://www.scielo.br/pdf/rae/v60n1/0034-7590-rae-60-01-0007.pdf |
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