A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework

The dark side of customer behavior has been receiving increasing attention in the business and management literature recent years. Scholars have used various terminologies to study those behaviors that disrupt service delivery, affect organizational performance, impact on employees’ well-being. In this study, through a systematic review bibliometric analysis 246 academic articles, we identify three clusters within literature: (1) dysfunctional behavior; (2) revenge rage as forms misbehavior; (3) mistreatment incivility-related clusters. Based these identified literature, propose an integrative framework incivility is current centerpiece behavior. doing so, research gaps suggest effective avenues for future works stream.