Customer Deviance in Resort Hotels: The Case of Turkey

Journal of Hospitality Marketing and Management

Volumn 21, Issue 6, 2012, Pages 679-701

  Aslan, Alper ^a   Kozak, Metin ^a  

^a MUGLA SITKI KOCMAN UNIVERSITY   (Turkey)

Author keywords

customer deviance; resort hotel; tourist behavior

Indexed keywords

EID: 84864719428     PISSN: 19368623     EISSN: 19368631     Source Type: Journal    
DOI: 10.1080/19368623.2012.627255     Document Type: Article

References (79)

1. Adler, P. A. and Adler, P. 2004. Paradise laborers, New York, NY: Cornell University Press.
2. Becker, H. S. 1963. Outsiders: Studies in the sociology of deviance, New York, NY: Free Press.
3. Ben-Zur, H. and Yagil, D. 2005. The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14: 81-99. doi:10.1080/13594320444000281
4. Bishop, V., Korczynski, M. and Cohen, L. 2005. The invisibility of violence: Constructing violence out of the job centre workplace in the UK. Work, Employment and Society, 19: 583-602. doi:10.1177/0950017005055671
5. Bitner, M. J., Booms, B. H. and Mohr, L. A. 1994. Critical service encounters: The employee's viewpoint. Journal of Marketing, 58: 95-106. doi:10.2307/1251919
6. Bolton, S. C. and Houlihan, B. 2005. The (mis)representation of customer service. Work, Employment and Society, 19: 685-703. doi:10.1177/0950017005058054
7. Bradley, E. H., Curry, L. A. and Devers, K. J. 2006. Qualitative data analysis for health services research: Developing taxonomy, themes, and theory. Health Services Research, 42: 1758-1772. doi:10.1111/j.1475-6773.2006.00684.x
8. Braun, V. and Clarke, V. 2006. Using thematic analysis in psychology. Qualitative Research in Psychology, 3: 77-101. doi:10.1191/1478088706qp063oa
9. Carr, N. 2002. The tourism-leisure behavioral continuum. Annals of Tourism Research, 29: 972-986. doi:10.1016/S0160-7383(02)00002-6
10. Collinson, D. L. 2003. Identities and insecurities: Selves at work. Organization, 10: 527-547. doi:10.1177/13505084030103010
11. Cox, D., Cox, A. D. and Moschis, G. P. 1990. When consumers' behaviour goes bad: An investigation of adolescent shoplifting. Journal of Consumer Research, 17: 149-159. doi:10.1086/208545
12. Crick, M. 1989. Representations of international tourism in the social sciences: Sun, sex, sights, savings, and servility. Annual Review of Anthropology, 18: 307-344. doi:10.1146/annurev.an.18.100189.001515
13. Deetz, S. 1996. Describing differences in approaches to organization science: Rethinking Burrell and Morgan and their legacy. Organization Science, 7: 191-207. doi:10.1287/orsc.7.2.191
14. Diken, B. and Laustsen, C. B. 2004. Sea, sun, sex and the discontents of pleasure. Tourist Studies, 4: 94-114. doi:10.1177/1468797604054376
15. Dormann, C. and Zapf, D. 2004. Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9: 61-82. doi:10.1037/1076-8998.9.1.61
16. DuGay, P. and Salaman, G. 1992. The cult(ure) of the customer. Journal of Management Studies, 29: 615-633. doi:10.1111/j.1467-6486.1992.tb00681.x
17. Duman, T. and Mattila, A. S. 2005. The role of affective factors on perceived cruise vacation value. Tourism Management, 26: 311-323. doi:10.1016/j.tourman.2003.11.014
18. Folgero, I. S. and Fjeldstad, I. H. 1995. On duty-off guard: Cultural norms and sexual harassment in service organizations. Organization Studies, 16: 299-313. doi:10.1177/017084069501600205
19. Fournier, V. and Grey, C. 2000. At the critical moment: Conditions and prospects for critical management studies. Human Relations, 53: 7-32. doi:10.1177/0018726700531002
20. Fullerton, R. A. and Punj, G. 1993. Choosing to misbehave: a structural model of aberrant consumer behaviour. Advances in Consumer Research, 20: 570-574.
21. Fullerton, R. A. and Punj, G. 1997. What is consumer misbehaviour. Advances in Consumer Research, 24: 336-339.
22. Fullerton, R. A. and Punj, G. 2004. Repercussions of promoting an ideology of consumption: Consumer misbehaviour. Journal of Business Research, 57: 1239-1249. doi:10.1016/S0148-2963(02)00455-1
23. Ghiselli, R. and Ismail, J. A. 1998. Employee theft and efficacy of certain control procedures in commercial food service operations. Journal of Hospitality and Tourism Research, 22: 174-187. doi:10.1177/109634809802200205
24. Gilbert, D., Guerrier, Y. and Guy, J. 1998. Sexual harassment issues in the hospitality industry. International Journal of Contemporary Hospitality Management, 10: 48-53. doi:10.1108/09596119810207183
25. Gmelch, G. 2003. Behind the smile: The working lives of Caribbean tourism, Bloomington: Indiana University Press.
26. Goode, E. 2002. "On behalf of labeling theory". In Social deviance: Readings in theory and research, Edited by: Pontell, H. N. 106-116. NJ: Prentice Hall. Upper Saddle River
27. Grandey, A. A., Dickter, D. N. and Sin, H. 2004. The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25: 397-418. doi:10.1002/job.252
28. Gronning, T. (1997). Accessing large corporations: Research ethics and gatekeeper-relations in the case of researching a Japanese-invested factory. Sociological Research Online, 2. http://www.socresonline.org.uk/socresonline/2/4/9.html. (http://www.socresonline.org.uk/socresonline/2/4/9.html.)
29. Guerrier, Y. and Adib, A.S. 2000. No, we don't provide that service: The harassment of hotel employees by customers. Work, Employment and Society, 14: 689-705. doi:10.1177/09500170022118680
30. Guerrier, Y. and Adib, A. 2003. Work at leisure and leisure at work: A study of the emotional labour of tour reps. Human Relations, 56: 1399-1417. doi:10.1177/00187267035611006
31. Hammersley, M. and Atkinson, P. 2007. Ethnography, London, UK: Routledge.
32. Harris, L. C. and Reynolds, K. L. 2003. The consequences of dysfunctional customer behaviour. Journal of Service Research, 6: 144-161. doi:10.1177/1094670503257044
33. Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behaviour: An exploration of types and motives in the hospitality industry. The Journal of Services Marketing, 18: 339-357. doi:10.1108/08876040410548276
34. Hartman, K. B., Meyer, T. and Scribner, L. L. 2009. Retail and service encounters: The intre-cultural tourist experience. Journal of Hospitality Marketing & Management, 18: 197-215. doi:10.1080/19368620802591934
35. Heckert, A. and Heckert, D. M. 2002. A new typology of deviance: Integrating normative and reactivist definitions of deviance. Deviant Behavior, 23: 449-479. doi:10.1080/016396202320265319
36. Henslin, J. M. 2003. Sociology: A down-to-earth approach, Boston, MA: Allyn and Bacon.
37. Hewitt, J. P. 2003. Self and society: A symbolic interactionist social psychology, Boston, MA: Allyn and Bacon.
38. Hobfoll, S. E. 1989. Conservation of resources: A new attempt at conceptualizing stress. American Psychologists, 44: 513-524. doi:10.1037//0003-066X.44.3.513
39. Hobfoll, S. E. 2001. The influence of culture, community and the nested-self in the stress process. Applied Psychology: An International Review, 50: 337-421. doi:10.1111/1464-0597.00062
40. Jennings, G., Lee, Y., Ayling, A., Lunny, B., Carter, C. and Ollenburg, C. 2009. Quality tourism experiences: Reviews, reflections, research agendas. Journal of Hospitality Marketing and Management, 18: 294-310. doi:10.1080/19368620802594169
41. Karatepe, O. M., Yorganci, I. and Haktanir, M. 2009. Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21: 713-733. doi:10.1108/09596110910975972
42. King, N. 2004. "Using interviews in qualitative research". In Essential guide to qualitative methods in organizational research, Edited by: Cassell, C. and Symon, G. 11-22. London, UK: Sage.
43. Korczyski, M. 2003. Communities of coping: Collective emotional labour in service work. Organization, 10: 55-79. doi:10.1177/1350508403010001479
44. Korczynski, M., Shire, K., Frenkel, S. and Tam, M. 2000. Service work in consumer capitalism: customers, control and contradictions. Work, Employment and Society, 14: 669-687. doi:10.1177/09500170022118671
45. Kvale, S. 1996. InterViews: An introduction to qualitative research interviewing, London, UK: Sage.
46. Lee, R. M. and Renzetti, C. M. 1993. "The problems of researching sensitive topics". In Researching sensitive topics, Edited by: Renzetti, C. M. and Lee, R. M. 3-13. CA: Sage. Thousand Oaks
47. Lerum, K. A. 2000. Doing the dirty work: Emotion work, professionalism, and sexuality in a customer service economy (Unpublished doctoral dissertation), Seattle, WA: University of Washington.
48. Lovelock, C. H. 1994. Product plus: How product + service = competitive advantage, New York, NY: McGraw Hill.
49. Löfgren, O. 1999. On holiday: A history of vacationing, London, UK: University of California Press.
50. Lugosi, P., Lynch, P. and Morrison, A. 2009. Critical hospitality management research. The Service Industries Journal, 29: 1465-1478. doi:10.1080/02642060903038879
51. Lutgen-Sandvik, P. 2008. Intensive remedial identity work: Responses to workplace bullying trauma and stigmatization. Organization, 15: 97-119. doi:10.1177/1350508407084487
52. Madill, A., Jordan, A. and Shrley, C. 2000. Objectivity and reliability in qualitative analysis: Realist, contextualist and radical constructionist epistemologies. British Journal of Psychology, 91: 1-20. doi:10.1348/000712600161646
53. Mattilla, A. S. 1999. The role of culture in the service evaluation process. Journal of Service Research, 1: 250-261. doi:10.1177/109467059913006
54. Mattilla, A. 2000. When does mood matter? An examination of two types of hospitality service encounters. Journal of Hospitality & Leisure Marketing, 7: 55-65. doi:10.1300/J150v07n03_05
55. Maxwell, J. A. 2004. Using qualitative methods for causal explanation. Field Methods, 16: 243-264. doi:10.1177/1525822X04266831
56. Mills, M. K. 1981. Deviance and dissatisfaction: An explanatory study. Advances in Consumer Research, 8: 682-686.
57. Mills, M. K. and Bonoma, T. V. 1979. Deviant consumer behaviour. Advances in Consumer Research, 6: 347-352.
58. Nemtsov, A. 2003. Suicides and alcohol consumption in Russia, 1965-1999. Drug and Alcohol Dependence, 71: 161-168. doi:10.1016/S0376-8716(03)00094-2
59. Poulston, J. 2008. Metamorphosis in hospitality: A tradition of sexual harassment. International Journal of Hospitality Management, 27: 232-240. doi:10.1016/j.ijhm.2007.07.013
60. Pritchard, A. and Morgan, N. J. 2006. Hotel Babylon? Exploring hotels as liminal sites of transition and transgression. Tourism Management, 27: 762-772. doi:10.1016/j.tourman.2005.05.015
61. Reynolds, K. L. and Harris, L. C. 2006. Deviant customer behaviour: An exploration of frontline employee tactics. Journal of Marketing Theory and Practice, 14: 95-111. doi:10.2753/MTP1069-6679140201
62. Reynolds, K. L. and Harris, L. C. 2009. Dysfunctional customer behavior severity: An empirical examination. Journal of Retailing, 85: 321-335. doi:10.1016/j.jretai.2009.05.005
63. Ritzer, G. 2007. "Inhospitable hospitability?". In Hospitality: A social lens, Edited by: Lashley, C., Lynch, P. and Morrison, A. 129-139. Oxford, UK: Elsevier.
64. Robinson, S. L. and Bennett, R. J. 1995. A typology of deviant workplace behaviors: A multidimensional scaling study. Academy of Management Journal, 38: 555-572. doi:10.2307/256693
65. Robinson, R. N. S. 2008. Revisiting hospitality's marginal worker thesis: A mono-occupational perspective. International Journal of Hospitality Management, 27: 403-413. doi:10.1016/j.ijhm.2007.09.003
66. Rupp, D. E., McDance, A. S., Spencer, S. and Sonntag, K. 2008. Customer (in)justice and emotional labor: The role of perspective taking, anger, and emotional regulation. Journal of Management, 34: 903-924. doi:10.1177/0149206307309261
67. Sayer, A. 2000. Realism and social science, London, UK: Sage.
68. Silverman, D. 2001. Interpreting qualitative data, London, UK: Sage.
69. Stauss, B. and Mang, P. 1999. Culture shocks in inter-cultural service encounters?. Journal of Services Marketing, 13: 329-346. doi:10.1108/08876049910282583
70. Stein, M. 2007. Toxicity and the unconscious experience of the body at the employee-customer interface. Organization Studies, 28: 1223-1241. doi:10.1177/0170840607079527
71. Thio, A. 2004. Deviant behaviour, Boston, MA: Pearson.
72. Thomas, M. (2005). What happens in Tenerife stays in Tenerife: Understanding women's sexual behaviour on holiday. Culture, Health and Sexuality, 7, 571-584 http://dx.doi.org/10.1080/13691050500256807 (http://dx.doi.org/10.1080/13691050500256807)
73. Tse, E. C. Y. and Ho, S. C. 2009. Service quality in the hotel industry: When cultural contexts matter. Cornell Hospitality Quarterly, 29: 460-474. doi:10.1177/1938965509338453
74. Urry, J. 2003. "The sociology of tourism". In Classic reviews in tourism, Edited by: Cooper, C. 9-21. Clevedon, UK: Channel View Publications.
75. Yagil, D. 2008. When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior, 13: 141-152. doi:10.1016/j.avb.2008.03.002
76. Yarnal, C. M. 2004. Missing the boat? A playfully serious look at a group cruise tour experience. Leisure Sciences, 26: 349-372. doi:10.1080/01490400490502345
77. Wang, N. 2000. Tourism and modernity: A sociological analysis, Oxford, UK: Elsevier Science.
78. Warden, C. A., Liu, T.-C., Huang, C.-T. and Lee, C.-H. 2003. Service failures away from home: Benefits in intercultural service encounters. International Journal of Service Industry Management, 14: 436-457. doi:10.1108/09564230310489268
79. Warren, D. E. 2003. Constructive and destructive deviance in organizations. Academy of Management Review, 28: 622-632. doi:10.2307/30040751