Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Ontology-Based Matchmaking to Provide Personalized Recommendations for Tourists Read chapter Read first chapter

2017 | OriginalPaper | Chapter

How “Bad” Are You? Justification and Normalisation of Online Deviant Customer Behaviour

Author : Marianna Sigala

Published in: Information and Communication Technologies in Tourism 2017

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

The study investigates online Deviant Customer Behaviour (DCB). Multidisciplinary research on neutralisation techniques justifying DCB was reviewed and expanded for considering the Internet context. Data collected from a convenience sample revealed four clusters of people exhibiting distinct behaviour engagement patterns of online DCB that they do not perceive them as ‘wrong’. Respondents did not claim to be ‘bad online users’ despite their engagement in online DCB. Instead of the number and level of engagement in online DCB, it was the level of perceived wrongness of online DCB that was found to statistically significantly relate to the respondents’ self-assessment level of being a ‘bad online user’. Findings about respondents’ perceptions of various neutralisation techniques revealed that respondents use different neutralisation techniques for justifying and adopting different online DCB. Findings provide useful implications for developing tailored deterrence management strategies for addressing the neutralisation techniques enforcing the enactment of different online DCB.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Authenticity and Tourism: What TripAdvisor Reviews Reveal About Authentic Travel to Marrakech
next chapter Assessing Reliability of Social Media Data: Lessons from Mining TripAdvisor Hotel Reviews
Literature
Akoglu, L., Chandy, R., & Faloutsos, C. (2013). Opinion fraud detection in online reviews by network effects. ICWSM, 13, 2–11.
Bandura, A. (1991). Social cognitive theory of self-regulation. Organizational behavior and human decision processes, 50(2), 248–287.CrossRef
Bandura, A. (1999). Moral disengagement in the perpetration of inhumanities. Personality and Social Psychology Review, 3, 193–209.
Banerjee, S., & Chua, A. Y. (2016). In search of patterns among travellers’ hotel ratings in TripAdvisor. Tourism Management, 53, 125–131.CrossRef
Blasi, A. (1984). Moral identity: Its role in moral functioning. In W. Kurtines & J. Gewirtz (Eds.), Morality, moral behavior and moral development (pp. 128–139). NY: Wiley.
Bonner, S., & O’Higgins, E. (2010). Music piracy: Ethical perspectives. Management Decisions, 48(9), 1341–1354.
Chen, L., Zhou, Y., & Chiu, D. M. (2015). Analysis and detection of fake views in online video services. ACM Transactions, 11(2s), 44.
Cialdini, R. B. (1988). Influence. New York, NY: HarperCollins.
Coleman, J. W. (1994). Neutralization theory: An empirical application and assessment. PhD thesis, Oklahoma State University Stillwater, OK.
Cromwell, P., & Thurman, Q. (2003). The devil made me do it: Use of neutralizations by shoplifters. Deviant Behavior, 24(6), 535–550.CrossRef
Daunt, K. L., Harris, L. C. (2011). Customers acting badly: Evidence from the hospitality industry. Journal of Business Research, 64(10), 1034–1042.
Dinhopl, A., & Gretzel, U. (2016). Selfie-taking as touristic looking. Annals of Tourism Research, 57, 126–139.CrossRef
Dolan, R., Conduit, J., & Fahy, J. (2016). Social media engagement: A construct of positively and negatively valenced engagement behaviour.
Dootson, P., Johnston, K. A., Beatson, A., & Lings, I. (2016). Where do consumers draw the line? Factors informing perceptions and justifications of deviant consumer behaviour. Journal of Marketing Management, 32(7–8), 750–776.CrossRef
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51, 174–185.CrossRef
Fullerton, R. A., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57, 1239–1249.CrossRef
Harris, L. C., & Dumas, A. (2009). Online consumer misbehaviour: An application of neutralization theory. Marketing Theory, 9(4), 379–402.CrossRef
Henry, S. (1990). Degrees of deviance, student accounts of their deviant behavior. Salem, WI: Sheffield Publishing.
Jin, G., & Leslie, P. (2009). Reputational incentives for restaurant hygiene. American Economic Journal: Microeconomics, 1(1), 237–267.
Kim, J., Watson, J., & Kirmani, A. (2015). Red Flag! The effect of fake reviews on consumer evaluations. NA-Advances in Consumer Research, 43.
Klockers, C. B. (1974). The professional fence. New York, NY: Free Press.
Liu, B., Pennington-Gray, L., Donohoe, H., & Omodior, O. (2015). New York City bed bug crisis as framed by tourists on TripAdvisor. Tourism Analysis, 20(2), 243–250.CrossRef
Luca, M. (2011). Reviews, reputation, and revenue: The case of Yelp.com. Harvard Business School NOM Unit Working Paper (12-016).
Luca, M., & Zervas, G. (2016). Fake it till you make it: Reputation, competition, and Yelp review fraud. Management Science.
Magasic, M. (2016). The ‘Selfie Gaze’ and ‘Social Media Pilgrimage’. In A. Inversini & R. Schegg (Eds.), ICT in Tourism 2016.
Marshall, T. C., Lefringhausen, K., & Ferenczi, N. (2015). The Big Five, self-esteem, and narcissism as predictors of the topics people write about in Facebook status updates. Personality and Individual Differences, 85, 35–40.CrossRef
Mayzlin, D., Dover, Y., & Chevalier, J. A. (2012). Promotional reviews: An empirical investigation of online review manipulation. Working Paper # 18340. National Bureau of Economic Research, Cambridge, MA.
Mayzlin, D., Dover, Y., & Chevalier, J. (2014). Promotional reviews: An empirical investigation of online review manipulation. American Economic Review, 104(8), 2421–2455.
Mazar, N., Amir, O., & Ariely, D. (2008). The dishonesty of honest people: A theory of self-concept maintenance. Journal of Marketing Research, 45, 633–644.CrossRef
McGregor, S. L. T. (2008). Conceptualizing immoral and unethical consumption using neutralization theory. Family and Consumer Sciences Research Journal, 36(3), 261–276.CrossRef
Munzel, A. (2016). Assisting consumers in detecting fake reviews: Role of identity information disclosure and consensus. Journal of Retailing and Consumer Services, 32, 96–108.CrossRef
Neale, L., & Fullerton, S. (2010). The international search for ethics norms: Which behaviors do consumers consider un(acceptable)? Journal of Services Marketing, 24(6), 476–486.CrossRef
O’Connor, P. (2010). Managing a Hotel’s Image on TripAdvisor. Journal of Hospitality Marketing & Management, 19(7), 754–772.CrossRef
Qiu, L., Lu, J., Yang, S., Qu, W., & Zhu, T. (2015). What does your selfie say about you? Computers in Human Behavior, 52, 443–449.CrossRef
Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent trends and future directions. Journal of Travel & Tourism Marketing, 32(5), 608–621.CrossRef
Schuckert, M., Liu, X., & Law, R. (2016). Insights into suspicious online ratings: direct evidence from TripAdvisor. Asia Pacific Journal of Tourism Research, 21(3), 259–272.CrossRef
Sorokowski, P., Sorokowska, A., Oleszkiewicz, A., Frackowiak, T., Huk, A., & Pisanski, K. (2015). Selfie posting behaviors are associated with narcissism among men. Personality and Individual Differences, 85, 123–127.CrossRef
Sykes, G. M., & Matza, D. (1957). Techniques of neutralization: A theory of delinquency. American Sociological Review, 22(6), 664–670.CrossRef
Taylor, D. G., Taylor, D. G., Strutton, D., & Strutton, D. (2016). Does Facebook usage lead to conspicuous consumption? The role of envy, narcissism and self-promotion. Journal of Research in Interactive Marketing, 10(3), 231–248.CrossRef
Weiser, E. B. (2015). #Me: Narcissism and its facets as predictors of selfie-posting frequency. Personality and Individual Differences, 86, 477–481.CrossRef
Wilkes, R. E. (1978). Fraudulent behavior by consumers. Journal of Marketing, 42(4), 67–75.CrossRef
Yoo, K. H. & Gretzel, U. (2009). Comparison of deceptive and truthful travel reviews. In ICT in tourism 2009 proceedings Amsterdam (pp. 37–47). Vienna: Springer-Verlag.
Metadata
Title
How “Bad” Are You? Justification and Normalisation of Online Deviant Customer Behaviour
Author
Marianna Sigala
Copyright Year
2017
Book
Information and Communication Technologies in Tourism 2017

Print ISBN: 978-3-319-51167-2

Electronic ISBN: 978-3-319-51168-9

Copyright Year: 2017

DOI
https://doi.org/10.1007/978-3-319-51168-9_44