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.

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    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;