Disrespect in Consumer Markets: An analysis of causes and effects using the Critical Incident Technique

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dc.contributor.authorKumar, Nidhieen_NZ
dc.date.accessioned2009-08-17T15:00:57Z
dc.date.available2009-09-02T14:44:49Z
dc.date.issued2009en_NZ
dc.description.abstractAs consumer reportings of disrespect become more frequent, it is important to gain an in-depth understanding of potential causes and consequences of disrespectful behaviour. Both qualitative and quantitative methods were used to examine behaviours that define disrespect in the marketplace, the effects on customers and implications on organisations. The findings revealed six main themes representing causes or influencers of disrespect. These are rude responses, perceptions of discrimination, the presence of an audience, a sale-focussed atmosphere, personal conversations and process-related problems. Two important concepts emerged through analysis of behaviours that cause disrespect. The first considers that disrespectful behaviour can be categorised as being either person-related or process-related. An important finding was that switching behaviour dominantly resulted from process-related disrespect. The second emergent concept was based on the idea that some causes of disrespect may be specific to market environments. In such cases, perceptions of disrespect were influenced by the high standards of service that customers expect in the marketplace. Analysing the effects of disrespect on customers also revealed new findings. It was interesting to find that victims considered the offender‟s perspective following a disrespectful encounter. Evidence of this transpired through empathy towards the disrespectful party and concern for the organisation. Two distinct coping mechanisms used by victims were also uncovered. These were decisions to change future behaviour and mutual disrespect. In regards to implications of disrespect on organisations, many disrespected customers continued patronising organisations responsible; however, this was accompanied by a decrease in relationship strength.en_NZ
dc.format.mimetypeapplication/pdf
dc.identifier.citationKumar, N. (2009). Disrespect in Consumer Markets: An analysis of causes and effects using the Critical Incident Technique (Thesis, Master of Management Studies (MMS)). The University of Waikato, Hamilton, New Zealand. Retrieved from https://hdl.handle.net/10289/3274en
dc.identifier.urihttps://hdl.handle.net/10289/3274
dc.language.isoen
dc.publisherThe University of Waikatoen_NZ
dc.rightsAll items in Research Commons are provided for private study and research purposes and are protected by copyright with all rights reserved unless otherwise indicated.
dc.subjectdisrespecten_NZ
dc.subjectrespecten_NZ
dc.subjectconsumption behaviouren_NZ
dc.subjectdiscriminationen_NZ
dc.subjectconsumer marketsen_NZ
dc.subjectcritical incident techniqueen_NZ
dc.subjectmarketingen_NZ
dc.titleDisrespect in Consumer Markets: An analysis of causes and effects using the Critical Incident Techniqueen_NZ
dc.typeThesisen_NZ
pubs.place-of-publicationHamilton, New Zealanden_NZ
thesis.degree.disciplineMarketingen_NZ
thesis.degree.grantorUniversity of Waikatoen_NZ
thesis.degree.levelMasters
thesis.degree.nameMaster of Management Studies (MMS)en_NZ
uow.date.accession2009-08-17T15:00:57Zen_NZ
uow.date.available2009-09-02T14:44:49Zen_NZ
uow.identifier.adthttp://adt.waikato.ac.nz/public/adt-uow20090817.150057en_NZ
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