Document Type
Conference Abstract
Publication Date
Spring 2-15-2024
Abstract
Jay Customers are customers who act in a thoughtless or abusive way, causing problems for the firm, its employees, and other customers. Currently, the only way to identify Jay Customers is by their actions when it is already too late to prevent the negative consequences. This research tested and confirmed the use of Dark Triad personality (Narcissism, Machiavellianism, and Psychopathy) to identify individuals prone to Jay Customer behavior prior to its manifestation. Dark Triad personalities have distinctive characteristics that can be used to identify them along with a growing body of research on prescriptive actions to dissuade their disruptive behaviors. Four moderators of Dark Triad personality are tested and found to offer solutions and means by which Jay Customer behavior can be successfully predicted and controlled.
Recommended Citation
Widmier, S. M., Gala, P., & Koufodontis, I. (2024). Using dark triad personality to understand and moderate jay customer behavior in hospitality. The 2024 Association of Marketing Theory and Practice Proceedings, 27. https://digitalcommons.georgiasouthern.edu/amtp-proceedings_2024/27
Included in
Hospitality Administration and Management Commons, Marketing Commons, Tourism and Travel Commons, Training and Development Commons
