Dysfunctional customer behavior is endemic and prevalent across multiple service sectors. However, despite significant interest from practitioners and scholars, understanding of the concept of dysfunctional customer behavior and its measurement has been limited to date. Moreover, studies have not systematically explored the exact dimensionality of dysfunctional customer behavior, leaving its precise composition unclear. Across five studies, this investigation identifies a three-dimensional dysfunctional customer behavior construct comprising verbal abuse, disproportionate demand, and illegitimate complaint. The authors develop and validate a multi-dimensional scale to measure dysfunctional customer behavior.

中文翻译：

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功能失常的客户行为：概念化和经验验证

功能失调的客户行为在多个服务部门中都很普遍。但是，尽管从业者和学者都非常感兴趣，但是迄今为止，对功能失常的客户行为及其度量的理解仍然有限。此外，研究还没有系统地探索功能失常的客户行为的确切维度，因此不清楚其确切的构成。在五项研究中，这项调查确定了一个三维功能失常的客户行为构造，包括言语虐待，不成比例的需求和非法投诉。作者开发并验证了多维量表，以测量功能失常的客户行为。