Kathrin Mayr, Christoph Teller, Ernst Gittenberger, Teresa Schwendtner, Sarah Amsl, Markus Obermair,
"Unethical Customer Behaviour in Grocery Retail Stores ? Insights from the COVID 19 Crisis"
, in Proceedings of the Colloquium on European Research in Retailing: (CERR) 2021, Ed. Xavier, Brusset, Sophia Antipolis, France, Seite(n) 136 - 140, 7-2021, ISBN: 978-2-493066-00-8
Original Titel:
Unethical Customer Behaviour in Grocery Retail Stores ? Insights from the COVID 19 Crisis
Sprache des Titels:
Englisch
Original Buchtitel:
(CERR) 2021
Original Kurzfassung:
Unethically behaving customers deviating from morally acceptable norms have posed an additional challenge to retailers, frontline employees (FLEs) and other customers in recent crisis-dominant environments. While research concerning customer behaviour ethicality focusses on purchasing modes and consumption behaviour, unethicality in all its facets receives limited attention, leaving dimensions of unethical customer behaviour (UCB) and effective managerial strategies unexplored. The purpose of this paper is to describe dimensions of UCB, investigate its causes, explore its consequences for customers and FLEs, and infer practical implications for retail management.