Social washing and customer misbehaviour in the hospitality sector : a problem that remains unreported

Hadjisolomou, Tasos and Baum, Tom and Nickson, Dennis and Booyens, Irma (2021) Social washing and customer misbehaviour in the hospitality sector : a problem that remains unreported. In: 29th Annual Council for Hospitality Management, 2021-05-12 - 2021-05-14.

[thumbnail of Hadjisolomou-etal-CHME-2021-Social-washing-and-customer-misbehaviour-in-the-hospitality-sector]
Preview
 Text. Filename: Hadjisolomou_etal_CHME_2021_Social_washing_and_customer_misbehaviour_in_the_hospitality_sector.pdf
Final Published Version
Download (1MB)| Preview

Abstract

Deviant customer behaviours are endemic across service occupations, with front line service employees ‘routinely faced with situations in which they are subjected to abuse and mistreatment by customers’ (Reynolds and Harris, 2006 p 106).

ORCID iDs

Hadjisolomou, Tasos, Baum, Tom ORCID logoORCID: https://orcid.org/0000-0002-5918-847X, Nickson, Dennis ORCID logoORCID: https://orcid.org/0000-0002-3328-0729 and Booyens, Irma ORCID logoORCID: https://orcid.org/0000-0001-5543-9780;
  • Item type:Conference or Workshop Item(Paper)
    ID code:77159
    Dates:
    Date
    Event
    14 May 2021
    Published
    12 April 2021
    Accepted
    Keywords:social washing, customer misbehaviour, hospitality sector, deviant customer behaviour, service occupations, Covid-19, abuse, unsocial behaviours, Commerce, Business, Management and Accounting(all), SDG 8 - Decent Work and Economic Growth, SDG 10 - Reduced Inequalities
    Subjects:Social Sciences > Commerce
    Department:Strathclyde Business School > Work, Organisation and Employment
    Depositing user: Pure Administrator
    Date deposited:21 Jul 2021 15:31
    Last modified:17 Jun 2023 02:22
    URI:https://strathprints.strath.ac.uk/id/eprint/77159
CORE (COnnecting REpositories)