Dishonesty is contagious: investigating the domino effect of dysfunctional customer behaviorsDishonesty is contagious: investigating the domino effect of dysfunctional customer behaviors

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...

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Bibliographic Details
Main Authors: Denise Telli, Lélis Balestrin Espartel Lélis Balestrin Espartel, Clecio Falcao Araujo, Kenny Basso
Format: Article
Language:English
Published: Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo 2020-03-01
Series:RAE: Revista de Administração de Empresas
Subjects:
dysfunctional behavior
domino effect
ethics
perception of risk
contagious effect
Online Access:http://www.scielo.br/pdf/rae/v60n1/0034-7590-rae-60-01-0007.pdf

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