Concepedia

Rude Customer Behavior

Rude Customer Behavior is a construct in hospitality management that refers to interpersonal actions by customers—such as verbal aggression, disrespect, or impatience—that violate social norms of acceptable conduct and impose emotional strain on service employees, thereby constituting a critical antecedent of emotional labor.

17

Publications

1.2K

Citations

42

Authors

37

Institutions

Publications per year

2017–2026

6

Parents

Publications

17

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

Yany Grégoire, Daniel Laufer, Thomas M. Tripp · Journal of the Academy of Marketing Science · 2010 · 500 citations

, , +12

Managing service employees: literature review, expert opinions, and research directions

Jochen Wirtz, Christina Jerger · Service Industries Journal · 2016 · 136 citations

, , +15

Can employee workplace mindfulness counteract the indirect effects of customer incivility on proactive service performance through work engagement? A moderated mediation model

Jichul Jang, WooMi Jo, Jinok Susanna Kim · Journal of Hospitality Marketing & Management · 2020 · 114 citations

, , +14

Customer‐induced stress in call centre work: A comparison of audio‐ and videoconference

Jürgen Wegge, Joachim Vogt, Christiane Wecking · Journal of Occupational and Organizational Psychology · 2007 · 68 citations

, , +13

From Rudeness to Road Rage: the Antecedents and Consequences of Consumer Aggression

Randall L. Rose, Mandy Neidermeyer · Advances in consumer research · 1999 · 64 citations

, , +12

1–5 of 17

Authors

42

  1. YG
    Yany Grégoire

    HEC Montréal, Canada

    2 publications · 552 citations

    2

    h-index

  2. JT
    John T. Bowen

    University of Nevada, Las Vegas, United States

    2 publications · 57 citations

    2

    h-index

  3. SM
    Samiha Mjahed Hammami

    University of Business and Technology, Saudi Arabia

    1 publications · 28 citations

    1

    h-index

  4. JS
    Jinok Susanna Kim

    Kyung Hee University, South Korea

    1 publications · 114 citations

    1

    h-index

  5. JW
    Jürgen Wegge

    Technische Universität Dresden, Germany

    1 publications · 68 citations

    1

    h-index

1–5 of 42

Institutions

37

  1. University of Nevada, Las Vegas

    Las Vegas, United States

    2 h-index

    2 publications

    57 citations

  2. HEC Montréal

    Montreal, Canada

    2 h-index

    2 publications

    544 citations

  3. Washington State University

    Pullman, United States

    2 h-index

    2 publications

    552 citations

  4. Catholic University of Eichstätt-Ingolstadt

    Eichstätt, Germany

    1 h-index

    1 publications

    136 citations

  5. Ithaca College

    Ithaca, United States

    1 h-index

    1 publications

    33 citations

  6. Technische Universität Dresden

    Dresden, Germany

    1 h-index

    1 publications

    68 citations

  7. Sehan University

    Haenam, South Korea

    1 h-index

    1 publications

    114 citations

  8. Université Tunis Carthage

    Tunis, Tunisia

    1 h-index

    1 publications

    28 citations

1–8 of 37

Venues

  1. Service Industries Journal

    2 publications · 168 citations

    2

    h-index

  2. Cornell Hotel and Restaurant Administration Quarterly

    CQ · 2 publications · 57 citations

    2

    h-index

  3. Journal of Business Research

    JBR · 2 publications · 59 citations

    2

    h-index

  4. Journal of the Academy of Marketing Science

    2 publications · 552 citations

    2

    h-index

  5. Managing Service Quality

    MSQ · 1 publications · 11 citations

    1

    h-index

1–5