DISHONESTY IS CONTAGIOUS: INVESTIGATING THE DOMINO EFFECT OF DYSFUNCTIONAL CUSTOMER BEHAVIORS
Journal: Revista de Administração de Empresas
Year: 2020

ABSTRACT The interaction between dysfunctional customers and other customers can cause the domino effect (i.e., the dissemination of a dysfunctional client’s behavior to other nearby clients). However, it is not understood if this effect will manifest under certain levels of damage to the company. This study thus aims to verify if the amount of damage from the dysfunctional behavior can affect the probability of the domino effect. Through five experimental studies, we prove that the amount of da