文献1：
篇名The Consequences of Dysfunctional Customer Behavior期刊索取号F719/wk3
作者Lioyd C. Harris; Kate L. Reynolds
关键词dysfunctional customer vehavior; dysfunctional consumer behavior; aberrant sustomer behavior; customer-contact employees; frontline employees
刊名Journal of Service Research
年份2003
卷期V.6 No.2页144摘要：

Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional customers who deliberately or unintentionally disrupt service in a manner that negatively affects the organization or other customers. However, to date, no study had explicitly focused on the consequences of such dysfunctional customer behavior. The aim of this article is to advance understanding of the effects of dysfunctional customer actions through concentrating on exploring and describing the consequences of such behavior for those involved in service encounters. In this regard, this study is designed both to respond to recent calls for further research into these issues and to fill this gap in extant knowledge. A review of the literature regarding dysfunctional customer behavior finds limited attention devoted to the effects of such behavior. To explore the nature and dynamics of dysfunctional customer behavior, field research was conducted and extant theory evaluated leading to the development of a prepositional inventory and a framework of the effects of such behavior. Briefly, dysfunctional customer behavior was found to have consequences for customer-contact employees, customers, and organizations.[/td][/tr]

文献2：
篇名：Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study

作者：Christine T. Ennew, , a and Martin R. Binksa

a UNIVERSITY OF NOTTINGHAM, Nottingham, United Kingdom
刊名：Journal of Business Research
年份 卷数 页码： Volume 46, Issue 2, October 1999, Pages 121-132
doi:10.1016/S0148-2963(98)00016-2

Available online 10 September 1999.

摘要：
Within any service there is scope for considerable variation in the degrees to which both parties become involved in the relationship; beyond a certain minimum level, customers and service providers may be more or less participative. However, participative behavior should yield benefits. Customers who are more willing to share information and develop closer personal contacts might be expected to benefit in terms of a higher quality of service provision, because the provider will be more knowledgeable about their needs and expectations. Similarly, greater degrees of participation by the service provider should enhance customer awareness of the ways in which the supplier operates and, in turn, should result in more realistic expectations of what the supplier can offer. Thus, it can be argued that the extent to which both parties participate in a relationship will affect the perceived quality of the service provided; this, in turn, is expected to make an impact on overall satisfaction and customer retention. This paper presents an exploratory analysis of the relationships between relationship participation, quality, satisfaction, and retention using data from over 1,200 small firms. The results highlight the importance of participative behavior, particularly on the part of the service provider, in explaining perceived quality and satisfaction; in turn, satisfaction is found to be an important influence on retention. The direct impact of participation on retention is found to be weak.