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Why does service inclusion matter? The effect of service exclusion on customer indirect misbehavior
16 references·4 citing·50 second hop
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(2007)Social exclusion decreases pr…Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs. (2007)Abusive supervision and workp…Ostracism (2006)OstracismWhen ostracism leads to aggression: The moderating effects of control deprivation (2005)When ostracism leads to aggre…Who Takes the most Revenge? Individual Differences in Negative Reciprocity Norm Endorsement (2004)Who Takes the most Revenge? I…How low can you go? Ostracism by a computer is sufficient to lower self-reported levels of belonging, control, self-esteem, and meaningful existence (2004)How low can you go? Ostracism…Repercussions of promoting an ideology of consumption: consumer misbehavior (2002)Repercussions of promoting an…If you can't join them, beat them: Effects of social exclusion on aggressive behavior. (2001)If you can't join them, beat …Process and Structure in Leader-Member Exchange (1997)Process and Structure in Lead…The Norm of Reciprocity: A Preliminary Statement (1960)The Norm of Reciprocity: A Pr…Transformative Services and Systemic Well‐Being—Towards a Better Understanding of Distinction in Service Design (2025)Transformative Services and S…Trauma's effects on shopper choice confusion: The role of psychological hardiness and retailer strategies as mitigating factors (2023)Trauma's effects on shopper c…You are being watched! Using anthropomorphism to curb customer misbehavior in access-based consumption (2022)You are being watched! Using …Commentary – The ServCollab Perspective on Elevating Human Experience (2022)Commentary – The ServCollab P…Society and the Adolescent Self-Image (1965)Development and validation of brief measures of positive and negative affect: The PANAS scales. 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References

  • 1960The Norm of Reciprocity: A Preliminary Statement11,995 cited
  • 2006Ostracism1,828 cited
  • 2007Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs.1,512 cited
  • 2001If you can't join them, beat them: Effects of social exclusion on aggressive behavior.1,463 cited
  • 2007Social exclusion decreases prosocial behavior.1,268 cited
  • 2004How low can you go? Ostracism by a computer is sufficient to lower self-reported levels of belonging, control, self-esteem, and meaningful existence1,138 cited
  • 1997Process and Structure in Leader-Member Exchange1,024 cited
  • 2012Transformative service research: An agenda for the future996 cited
  • 2005When ostracism leads to aggression: The moderating effects of control deprivation573 cited
  • 2010Social Exclusion Causes People to Spend and Consume Strategically in the Service of Affiliation534 cited
  • 2010A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power519 cited
  • 2010How rude! Emotional labor as a mediator between customer incivility and employee outcomes.507 cited
  • 2011Ostracism461 cited
  • 2017Single-Paper Meta-Analysis: Benefits for Study Summary, Theory Testing, and Replicability458 cited

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  • 2002Repercussions of promoting an ideology of consumption: consumer misbehavior428 cited
  • 2004Who Takes the most Revenge? Individual Differences in Negative Reciprocity Norm Endorsement420 cited
  • Cited by

    • 2022You are being watched! Using anthropomorphism to curb customer misbehavior in access-based consumption23 cited
    • 2022Commentary – The ServCollab Perspective on Elevating Human Experience12 cited
    • 2025Transformative Services and Systemic Well‐Being—Towards a Better Understanding of Distinction in Service Design8 cited
    • 2023Trauma's effects on shopper choice confusion: The role of psychological hardiness and retailer strategies as mitigating factors8 cited