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Publications (10 of 54) Show all publications
Fellesson, M. & Salomonson, N. (2016). The expected retail customer: Value co-creator, co-producer or disturbance?. Journal of Retailing and Consumer Services, 30, 204-211
Open this publication in new window or tab >>The expected retail customer: Value co-creator, co-producer or disturbance?
2016 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, p. 204-211Article in journal (Refereed) Published
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-40676 (URN)000375851500020 ()
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741Swedish Research Council, 2012-641
Available from: 2016-02-23 Created: 2016-02-23 Last updated: 2017-11-30Bibliographically approved
Fellesson, M. & Salomonson, N. (2014). Good Service Work and Bad Customer Behaviour. In: : . Paper presented at AMA Servsig 2014 International service research conference, 13-15 Juni 2014, Thessaloniki Grekland.
Open this publication in new window or tab >>Good Service Work and Bad Customer Behaviour
2014 (English)Conference paper, Oral presentation with published abstract (Refereed)
Abstract [en]

Purpose: The paper explores negative customer interactions in retail from a front line employee perspective. It particularly focuses on how such incidents are defined and perceived against a backdrop of service work. Methodology: The paper draws on 35 in-depth interviews with front line staff in three retail industries (groceries, consumer electronics and women’s fashion) where the respondents report on their experiences with customers who they perceive as troublesome in one way or another. Episodes of customer misbehaviour were identified and analysed using the critical incident technique and the NVivo software for qualitative data analysis. Findings: Several generic forms of customer misbehaviour were identified both within and across the industries, and are illustrated in the paper. While congruent with previous research on customer misbehaviour on an overall level, a closer analysis of what the respondents perceived as “deviant” reveals an interesting aspect of service work in modern retailing. Whereas customers’ interactional shortcomings (e.g. rudeness and unsociability) were partly seen as natural (albeit not fully accepted) aspects of service work, the tolerance for behaviour that infringed on operational efficiency were much more limited. Arguably, this indicates that efficiency is more profound to retail services than is generally acknowledged. Originality: Traditionally, service management has been firmly rooted in a win-win paradigm, where company interactions with customers are supposed to be constructive, harmonic and mutually value creating. However, this ideal is not always lived up to in service practice. While much has been said about interactional failures as perceived from the customers’ side, research taking an employee perspective is still spares. As the present paper show, such a perspective adds valuable knowledge not only about service work but also about the service itself.

Keywords
Service work, Frontline employees, Customer misbehaviour, Retail
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-33742 (URN)
Conference
AMA Servsig 2014 International service research conference, 13-15 Juni 2014, Thessaloniki Grekland
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741
Available from: 2014-10-02 Created: 2014-09-18 Last updated: 2017-12-06Bibliographically approved
Salomonson, N. & Fellesson, M. (2014). Tricks and tactics used against troublesome travelers—Frontline staff's experiences from Swedish buses and trains. Research in Transportation Business and Management (RTBM), 10, 53-59
Open this publication in new window or tab >>Tricks and tactics used against troublesome travelers—Frontline staff's experiences from Swedish buses and trains
2014 (English)In: Research in Transportation Business and Management (RTBM), ISSN 2210-5395, E-ISSN 2210-5409, Vol. 10, p. 53-59Article in journal (Refereed) Published
Abstract [en]

Public transport is facing escalating problems with passengers who behave badly by threatening and assaulting both staff and other passengers. Troublesome customers are known to affect employees' health and work motivation adversely. However, employees also form strategies for handling the incidents that arise. Developing successful ways of dealing with customer misbehavior, on both an operational and a strategic level, represents a key challenge facing the public transport sector. The aim of this article is to investigate the nature of such negative situations in public transport; in particular, highlighting the practical strategies that are used by public transport staff to handle these kinds of incidents. An interview study consisting of 23 in-depth interviews was conducted both with conductors on regional trains and bus drivers on local buses in Sweden. Several instances of customer misbehavior were described by the respondents, e.g. verbal abuse, threats, and even physical violence. These alarming incidents were dealt with by staff using a range of individual strategies aimed at averting or controlling misbehaving customers. Our study clearly demonstrates the importance of the employees' appearance and their interactional abilities, in addition to their use of the physical environment, when handling incidents that included misbehavior.

Place, publisher, year, edition, pages
Elsevier, 2014
Keywords
Public transport; Customer misbehavior; Employee strategies
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-33741 (URN)10.1016/j.rtbm.2014.04.002 (DOI)
Available from: 2014-09-18 Created: 2014-09-18 Last updated: 2017-12-06Bibliographically approved
Molander, S., Fellesson, M. & Friman, M. (2013). Market orientation in dyads. In: Market orientation in dyads: . Paper presented at 2nd national conference on transport research, Göteborg, Sweden, 22-23 October..
Open this publication in new window or tab >>Market orientation in dyads
2013 (Swedish)In: Market orientation in dyads, 2013Conference paper, Oral presentation only (Refereed)
National Category
Social Sciences
Research subject
Psychology
Identifiers
urn:nbn:se:kau:diva-30734 (URN)
Conference
2nd national conference on transport research, Göteborg, Sweden, 22-23 October.
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2017-12-06Bibliographically approved
Molander, S., Friman, M., Fellesson, M. & Skålen, P. (2013). Market Orientation in Public Transport Dyads. In: : . Paper presented at 20th International Conference on Recent Advances in Retailing and Services Studies (EIRASS), Philadelphia, USA, 9-12 July.
Open this publication in new window or tab >>Market Orientation in Public Transport Dyads
2013 (English)Conference paper, Oral presentation only (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-30729 (URN)
Conference
20th International Conference on Recent Advances in Retailing and Services Studies (EIRASS), Philadelphia, USA, 9-12 July
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2017-12-06Bibliographically approved
Molander, S., Friman, M., Fellesson, M. & Skålen, P. (2013). Market Orientation in Public Transport Dyads: An empirical examination. In: : . Paper presented at paper presented at the 13th Quality in Services (QUIS) Conference, Karlstad, Sweden, 10-13 June.
Open this publication in new window or tab >>Market Orientation in Public Transport Dyads: An empirical examination
2013 (English)Conference paper, Oral presentation only (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-30730 (URN)
Conference
paper presented at the 13th Quality in Services (QUIS) Conference, Karlstad, Sweden, 10-13 June
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2017-12-06Bibliographically approved
Fellesson, M., Salomonson, N. & Åberg, A. (2013). TroublesomeTravelers - Service Design as a Cause of Passenger Misbehavior International Journal ofQuality and Service Sciences.. International Journal of Quality and Service Sciences, 5(3), 256-274
Open this publication in new window or tab >>TroublesomeTravelers - Service Design as a Cause of Passenger Misbehavior International Journal ofQuality and Service Sciences.
2013 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 5, no 3, p. 256-274Article in journal (Refereed) Published
Abstract [en]

Purpose – Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service organizations in several ways. Hitherto much research on customer misbehaviour has focused on psychological explanations and individual characteristics. This study broadens the perspective by taking structural factors of the service system into account. The purpose is to complement the existing literature on customer misbehaviour by investigating how the design and functioning of the service system influences the prevalence of customer misbehaviour. Design/methodology/approach – A critical incident technique was adopted to collect and analyse qualitative data from frontline employees who work on board buses, trains, trams and in metro in the Swedish public transport system. Findings – The study shows that many incidents are triggered by features of the service system. Specifically, three dimensions (service regulations, service resources, and service practice) of the service system are brought forward. The study suggests that customer misbehaviour is caused by an inherent paradox between pre-planned, standardised, mass service solutions and ambitions to adopt a customer orientation. Originality/value – By bringing forward the interactive role of the service system and its functionality the study complements previous research and contributes to a more complete understanding of customer misbehaviour, in particular within the context of system dependent services.

Keywords
Customer misbehaviour, Service system, Public transport, Transport industry
National Category
Business Administration
Identifiers
urn:nbn:se:kau:diva-29531 (URN)10.1108/IJQSS-12-2012-0026 (DOI)
Funder
Vinnova, 2011-0-3424
Available from: 2013-10-16 Created: 2013-10-16 Last updated: 2017-12-06Bibliographically approved
Fellesson, M. (2012). Breaking the bank:young customers as market actors. Paper presented at 2nd Interdisciplinary Market Studies Workshop,June 7-8, 2012,Dublin, Ireland.
Open this publication in new window or tab >>Breaking the bank:young customers as market actors
2012 (English)Conference paper, Published paper (Refereed)
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-15131 (URN)
Conference
2nd Interdisciplinary Market Studies Workshop,June 7-8, 2012,Dublin, Ireland
Available from: 2012-10-09 Created: 2012-10-09 Last updated: 2017-12-06Bibliographically approved
Molander, S., Fellesson, M., Friman, M. & Skålén, P. (2012). Market Orientation in Public Transport Research: A Review. Transport reviews, 32(2), 155-180
Open this publication in new window or tab >>Market Orientation in Public Transport Research: A Review
2012 (English)In: Transport reviews, ISSN 0144-1647, E-ISSN 1464-5327, Vol. 32, no 2, p. 155-180Article in journal (Refereed) Published
National Category
Psychology Transport Systems and Logistics
Research subject
Psychology
Identifiers
urn:nbn:se:kau:diva-12369 (URN)10.1080/01441647.2011.633248 (DOI)000302564500002 ()
Available from: 2012-03-19 Created: 2012-03-19 Last updated: 2018-07-17Bibliographically approved
Gottfridsson, P., Camén, C. & Fellesson, M. (2011). Coping with service development in a forced relationship context. In: : . Paper presented at 14th QMOD Conference on Quality and Service Sciences San Sebastian, Spain 29-31 aug..
Open this publication in new window or tab >>Coping with service development in a forced relationship context
2011 (English)Conference paper, Oral presentation with published abstract (Refereed)
Keywords
Service development, relationship
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-30489 (URN)
Conference
14th QMOD Conference on Quality and Service Sciences San Sebastian, Spain 29-31 aug.
Available from: 2013-12-02 Created: 2013-11-30 Last updated: 2017-12-06Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0003-1419-2667

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