Abstract:

Based on Furstration-Aggression model, justice theory, service environment theory and customer emotion theory, this paper addresses four types of factors which may influence the severity of customer dysfunctional behavior. Through the empirical study, the result shows that procedure unjustice influence the severity of customer dysfunctional behavior via the mediator effect of customer negative emotion, the most significant factors are indicated to be this factor, while distributive unjustice and interactional unjustice show no influence on it. Among environmental factors, confusing signs information and bad behavior of fellow customers influence the severity of customer dysfunctional behavior, fully and partially respectively, via the mediator effect of customer negative emotion. Bad ambient conditions directly influence the severity of customer dysfunctional behavior. Individual factoer do not affect customer dysfunctional behavior according to our results.

Key words: customer dysfunctional behavior, frustration-aggression model, justice theory, environment theory, customer emotion