The Consequences of Dysfunctional Customer BehaviorLloyd C. Harris, Kate L. Reynolds|Journal of Service Research|2003Cited by 550
Jaycustomer behavior: an exploration of types and motives in the hospitality industryLloyd C. Harris, Kate L. Reynolds|Journal of Services Marketing|2004Cited by 351
Dysfunctional Customer Behavior Severity: An Empirical ExaminationKate L. Reynolds, Lloyd C. Harris|Journal of Retailing|2009Cited by 289
Deviant Customer Behavior: An Exploration of Frontline Employee TacticsKate L. Reynolds, Lloyd C. Harris|The Journal of Marketing Theory and Practice|2006Cited by 253
When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complainingKate L. Reynolds, Lloyd C. Harris|Journal of Services Marketing|2005Cited by 175