Social washing and customer misbehaviour in the hospitality sector: a problem that remains unreported

Tasos Hadjisolomou; Tom Baum; Dennis Nickson; Irma Booyens

Social washing and customer misbehaviour in the hospitality sector: a problem that remains unreported

Tasos Hadjisolomou, Tom Baum, Dennis Nickson, Irma Booyens

Work, Employment And Organisation

Research output: Contribution to conference › Paper › peer-review

42 Downloads (Pure)

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).

Original language	English
Number of pages	19
Publication status	Published - 14 May 2021
Event	29th Annual Council for Hospitality Management - Duration: 12 May 2021 → 14 May 2021 https://www.chmeconf2021.co.uk/

Conference

Conference	29th Annual Council for Hospitality Management
Abbreviated title	CMHE
Period	12/05/21 → 14/05/21
Internet address	https://www.chmeconf2021.co.uk/

Keywords

social washing
customer misbehaviour
hospitality sector
deviant customer behaviour
service occupations
Covid-19
abuse
unsocial behaviours

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

Hadjisolomou-etal-CHME-2021-Social-washing-and-customer-misbehaviour-in-the-hospitality-sectorFinal published version, 1.13 MB

Cite this

@conference{dc7a06e1109b4d83a103c7354c5fb25a,

title = "Social washing and customer misbehaviour in the hospitality sector: a problem that remains unreported",

abstract = "Deviant customer behaviours are endemic across service occupations, with front lineservice employees {\textquoteleft}routinely faced with situations in which they are subjected to abuse and mistreatment by customers{\textquoteright} (Reynolds and Harris, 2006 p 106).",

keywords = "social washing, customer misbehaviour, hospitality sector, deviant customer behaviour, service occupations, Covid-19, abuse, unsocial behaviours",

author = "Tasos Hadjisolomou and Tom Baum and Dennis Nickson and Irma Booyens",

year = "2021",

month = may,

day = "14",

language = "English",

note = "29th Annual Council for Hospitality Management, CMHE ; Conference date: 12-05-2021 Through 14-05-2021",

url = "https://www.chmeconf2021.co.uk/",

}

TY - CONF

T1 - Social washing and customer misbehaviour in the hospitality sector

T2 - 29th Annual Council for Hospitality Management

AU - Hadjisolomou, Tasos

AU - Baum, Tom

AU - Nickson, Dennis

AU - Booyens, Irma

PY - 2021/5/14

Y1 - 2021/5/14

N2 - Deviant customer behaviours are endemic across service occupations, with front lineservice employees ‘routinely faced with situations in which they are subjected to abuse and mistreatment by customers’ (Reynolds and Harris, 2006 p 106).

AB - Deviant customer behaviours are endemic across service occupations, with front lineservice employees ‘routinely faced with situations in which they are subjected to abuse and mistreatment by customers’ (Reynolds and Harris, 2006 p 106).

KW - social washing

KW - customer misbehaviour

KW - hospitality sector

KW - deviant customer behaviour

KW - service occupations

KW - Covid-19

KW - abuse

KW - unsocial behaviours

M3 - Paper

Y2 - 12 May 2021 through 14 May 2021

ER -

Social washing and customer misbehaviour in the hospitality sector: a problem that remains unreported

Abstract

Conference

Keywords

UN SDGs

Access to Document

Fingerprint

Cite this