Retailers Face Growing Crisis of Customer Misbehavior
A new analysis reveals that consumer deviance—from verbal abuse to theft—costs retailers billions and damages staff wellbeing, yet most businesses lack systematic strategies to prevent it. Experts say AI, better employee training, and data analytics offer practical solutions for reducing incidents and protecting both workers and profits.
Originaltitel: Consumer deviance and misbehaviour
<p>Consumer deviance and misbehaviour delve into the darker, often overlooked aspects of consumer behaviour in retailing, encompassing actions that deviate from societal norms and commercial expectations. Understanding these behaviours is crucial for comprehending the full spectrum of customer interactions and their impacts on businesses, employees, service quality, and consumer satisfaction. This entry explores consumer deviance and misbehaviour’s intellectual and social context, from its historical evolution to its interdisciplinary nature, drawing insights from psychology, sociology, and management. It highlights diverse dimensions of customer misbehaviour and examines contextual factors influencing customers and those affected by it. Theoretical frameworks such as justice theory and behavioural economics shed light on cognitive and moral underpinnings. Additionally, it discusses preventive and management strategies, emphasising employee training and organisational support. Lastly, the entry suggests future research directions, including AI, environmental considerations, and the application of big data analytics in addressing customer misbehaviour.</p>