Research on the attitudes of consumers and workers towards customer misbehaviors

The purpose of this study is to analyze consumer and worker attitudes towards consumer misbehavior in a service sector (restaurants and cafes), to determine the differences between consumers and workers, and to show the relationship of this phenomenon to demographical variables. It has found that consumers and workers are aware of the negative effects of consumer misbehavior on workers and other customers, as well as on service quality. Furthermore, consumers are aware of the fact that consumer misbehaviors can occur independently of the worker and that it would be the customers who suffer most from misbehaviors. This paper hardly finds the demographical variables that explain the different misbehaviors. These findings can be utilized in order to decrease consumer misbehaviors.