March 27 2013 Contents 1/Introduction Within the majority of organisational business operations, consumers play an integral part in the exchange process (Muncy and Vitell, 1992). However, there has arisen the phenomenon whereby consumers purposely disrupt the exchange process; labels such as ‘jaycustomers’ and ‘dysfunctional consumer’ have been asserted on these particular cases (Lovelock, 1994; Harris & Reynolds, 2003). Lovelock (1994) defined such misbehaviour of consumers…
Words 3691 - Pages 15