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PurposeThe purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy avenues for future study.Design/methodology/approachIn reviewing recent and past advances in the study of customers behaving badly, an overview of existing research into customers behaving badly and addressing issues of terminology and definition is provided. Thereafter, three perspectives that provide the most opportunity and insight in studying the darker side of service dynamics are outlined. This leads to a review of some of the research design and methodological problems and issues that are faced when rigorously studying these issues. Subsequently, the paper devotes a section to the provocative idea that while dysfunctional customer behavior has many negative influences on customers, employees, and service firms, there are actually some positive functions of customers behaving badly.FindingsA research agenda is provided that is believed to identify and discuss a range of projects that comprises not only insightful theoretical contributions but is also practically relevant.Originality/valueThe paper identifies a range of issues about which managers should be aware and proactively manage.

As organizations increasingly target consumers who are concerned about the environment, the nature of their advertising becomes more of an issue. While much has been written about the problems associated with environmental advertising, this phenomenon has seldom been addressed systematically. This paper is intended to ascertain the extent to which environmental ads contain misleading and deceptive claims and to pose public policy recommendations concerning environmental advertising.