dc.contributor.author | Amelia, Amelia | |
dc.contributor.author | Ronald, Ronald | |
dc.date.accessioned | 2019-09-18T09:17:18Z | |
dc.date.available | 2019-09-18T09:17:18Z | |
dc.date.issued | 2017-01-01 | |
dc.identifier.issn | 2304-1013 | |
dc.identifier.uri | http://hdl.handle.net/123456789/1486 | |
dc.description | Amelia, Ronald, Can Customer Misbehavior Be Controlled? Case study on Retail Industry Consumer Behavior in Indonesia. Review of Integrative Business and Economics Research, Vol. 6, no. 1, pp.249-263, January 2017. ISSN: 2304-1013 (Online); 2304-1269 (CD); 2414-6722 (Print)
Official URL: https://sibresearch.org/uploads/3/4/0/9/34097180/riber_h16-184_249-263.pdf | en_US |
dc.description.abstract | Retail industry is one of the fastest growing industries in Indonesia, with Hypermart as
one of the biggest retail companies. As it provides consumer goods for large percentage
of Indonesians, Hypermart faces intense and frequent interaction with its customer. As
such, various misbehaviors from the customers’ part will negatively and significantly
affect the company. In this paper, misbehavior is defined as a behavior within the
exchange setting that deliberately violates the generally accepted norms of conduct in
such situation (Daunt and Harris, 2011). The aim of this study is to understand the
connection between past and future probabilities of customers’ misbehavior. In
previous studies on customer misbehavior, this connection has not been adequately
researched. Additionally, five personality-based variables (consumer alienation,
Machiavellianism, sensation seeking, aggressiveness, and self-esteem) are also
examined to see their connection with past customer misbehavior, which in turn will
affect future misbehavior. 200 respondents were evaluated, and the data were analyzed
using multiple regressions with SPSS 16. The result of this study can be utilized by
companies facing customer misbehavior problems and in shaping a strategy to reduce
such problems | en_US |
dc.language.iso | en | en_US |
dc.publisher | Review of Integrative Business and Economics Research | en_US |
dc.relation.ispartofseries | Vol. 6, no. 1; | |
dc.subject | Consumer alienation | en_US |
dc.subject | Machiavellianism | en_US |
dc.subject | Sensation seeking | en_US |
dc.subject | Aggressiveness | en_US |
dc.subject | Self-esteem | en_US |
dc.subject | Past Behavior | en_US |
dc.subject | Future Behavior | en_US |
dc.title | Can Customer Misbehavior Be Controlled? Case study on Retail Industry Consumer Behavior in Indonesia | en_US |
dc.type | Journal | en_US |