Customers behaving badly: a state of the art review, research agenda and implications for practitioners

Author： Fisk Ray Grove Stephen Harris Lloyd C. Keeffe Dominique A. Reynolds) Kate L. Daunt (née Russell-Bennett Rebekah Wirtz Jochen

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.24, Iss.6, 2010-09, pp. : 417-429

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