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The Dark Side of Customer Service: New Perspectives, Theories and Insights

Special issue call for papers from Journal of Services Marketing

Guest Editors:

Lloyd C. Harris
Warwick University, United Kingdom
Rebekah Russell-Bennett
Queensland University of Technology, Australia


As with many marketing fields, services marketing has over-focussed on the positive aspects of service interactions to the detriment of the darker, less salubrious, and the deviant aspects of service dynamics. This special issue will focus on the dark side of customer service, from the perspective of both the customer and the service provider, drawing from a wide range of business fields of research.  This multi-disciplinary approach is intended to yield new perspectives, theories, and insights into the dynamics of customer and service provider misbehaviour. 
Manuscripts will be welcome which are capable of being generalized across services business markets and industries, and also have implications for nations and economies or international and global perspectives.  Manuscripts which should be submitted may include, but are not limited to, original research, case studies, conceptual papers, literature reviews,   industry reviews, commentaries, and other creative concepts and applications, such as visions of services businesses for the future.  The paper should be presented clearly and logically, so that it can be widely understood by non-technical readers. 
Papers may address, but are not limited to, the following areas:
  • Customer service and consumer misbehaviour during service encounters
  • Service outcomes including customer satisfaction, loyalty, word-of-mouth
  • Customer-to-customer interactions
  • Services marketing and ethically questionable behaviours
  • Customer-service-provider interaction
  • The context of customer misbehaviour: online, face-to-face, and remote
  • Sabotage, retaliation and fraud in services
  • Illegitimate complaining and other forms of deviance in complaint behaviour
  • Anti-consumerism and services
  • Consumer boycotts
  • Customer grudgeholding,
  • Online dysfunctional behaviour including hate and anti-firm websites
  • Service-providers tactics, strategies, and approaches
  • Compulsive consumption of services
  • Intentional and unintentional service behaviours
  • The dramaturlogical perspective of services misbehaviour
Closing Date: 31st March 2009.

Submissions via email to both [email protected] & [email protected]

Authors should consult the author guidelines for the journal at prior to submission.

Anyone interested in reviewing papers please contact Lloyd or Rebekah.

Potential contributors are welcome to contact us via email prior to submission.