Customer Deviance in Resort Hotels: The Case of Turkey

  title={Customer Deviance in Resort Hotels: The Case of Turkey},
  author={Alper Aslan and Metin Kozak},
This study aims to investigate customer deviance directed against employees working in the hotel industry. First, the literature about the dark side of customers is reviewed. Second, the source of deviant behavior is discussed. Third, the methodology is explained. Finally, the research findings are presented. The assessment of findings is based on 21 semistructured interviews. Although there are some serious deviant behaviors such as stabbing and physical sexual harassment, the deviant… CONTINUE READING