Serving unfair customers Academic Article uri icon

abstract

  • Companies commonly adopt "the customer is always right" maxim as a basic premise for delivering quality service. A close examination of customer behavior, however, reveals that customers can be not only wrong but also blatantly unjust. Unfair customers take advantage of being "always right" by demanding unwarranted privileges and compensation, adversely affecting companies and, in some cases, employees and other customers. Companies can actually strengthen their ability to deliver quality service by dealing effectively with unfair customers. © 2007.

altmetric score

  • 2.1

author list (cited authors)

  • Berry, L. L., & Seiders, K.

citation count

  • 82

publication date

  • January 2008