The dark side of customer interactions: exploring the predictive power of Dark Triad traits on Jay Customer behavior in service industries

What is it about?

This study explores how certain personality traits—known as the Dark Triad (Narcissism, Machiavellianism, and Psychopathy)—can help predict disruptive customer behavior in the travel and service industries. Unlike previous research focusing mainly on why misbehavior happens, this study is the first to offer a trait-based model predicting who is likely to act out. By identifying these traits early, businesses can take proactive steps to prevent problems before they escalate. This research is especially important in the post-pandemic era, where negative customer behavior has become more common. The findings provide practical tools to improve service quality, protect employees, and create more positive experiences for all customers.

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