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Using Dark Triad Personality To Understand And Moderate Jay Customer Behavior In Hospitality, Scott M. Widmier, Prachi Gala, Iason Koufodontis
Using Dark Triad Personality To Understand And Moderate Jay Customer Behavior In Hospitality, Scott M. Widmier, Prachi Gala, Iason Koufodontis
Association of Marketing Theory and Practice Proceedings 2024
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. …