![Kate Daunt](https://profiles-cardiff.imgix.net/attachments/67?w=200&h=200&auto=format&crop=faces&fit=crop&q=90")
Yr Athro Kate Daunt
Athro Marchnata
Cyd-gyfarwyddwr y Sefydliad Arloesedd Diogelwch, Troseddu a Chudd-wybodaeth
- DauntK@caerdydd.ac.uk
- +44 29208 76794
- Adeilad Aberconwy, Ystafell T33, Rhodfa Colum, Cathays, Caerdydd, CF10 3EU
Trosolwyg
Dr Kate L. Daunt is a Reader in Marketing at Cardiff Business School. Kate is currently Deputy Director of the PhD Programme and SSRM Pathway Convenor for Business and Management Studies. Previously, Kate was Chair of Cardiff Business School's Research Ethics Committee.
Kate's main research interests include consumer misbehaviour, dysfunction during service and service design. Kate is a professional member of the chartered institute of marketing (MCIM) and fellow of the higher education academy (FHEA).
Kate is an Associate Editor at the Journal of Services Marketing and serves on the editorial boards of the Journal of Service Research, the Journal of Business Research and the Journal of Marketing Management.
Cyhoeddiad
2023
- Dineva, D. and Daunt, K. L. 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57(10), pp. 2653-2682. (10.1108/EJM-03-2022-0227)
- Daunt, K., Greer, D. A., Seung, H. J. and Orpen, I. 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33(5), pp. 1849-1870. (10.1108/INTR-07-2022-0565)
- Mardon, R., Cocker, H. and Daunt, K. 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50(3), pp. 617-644. (10.1093/jcr/ucad003)
- Mardon, R., Cocker, H. and Daunt, K. 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39(11-12), pp. 1132-1162. (10.1080/0267257X.2022.2149609)
- Dootson, P., Greer, D., Letheren, K. and Daunt, K. 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37(3), pp. 276-286. (10.1108/JSM-11-2021-0400)
2021
- Cocker, H., Mardon, R. and Daunt, K. 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55(7), pp. 1841-1872. (10.1108/EJM-07-2019-0567)
2020
- Boukis, A., Christos, K., Daunt, K. L. and Papastathopoulos, A. 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, article number: 103997. (10.1016/j.tourman.2019.103997)
2019
- Hardyman, W., Kitchener, M. and Daunt, K. L. 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21(11), pp. 1687-1706. (10.1080/14719037.2019.1619808)
- Mardon, R., Cocker, H. and Daunt, K. 2019. Community-embedded human brands and dysfunctional community role dynamics: A study of the YouTube beauty community. Presented at: Consumer Culture Theory Conference, Montreal, QC, Canada, 17-19 July 2019. pp. -.
- Rosier, E., Williams, S. and Daunt, K. 2019. Eduscapes and student experience: the effects of Servicescapes in academic learning environments. Presented at: Cardiff University Learning and Teaching Conference 2019: Authentic Learning, Cardiff, UK, 11 September 2019.
2018
- Mardon, R., Cocker, H. and Daunt, K. 2018. Constructing and commodifying the tribal celebrity: A dramaturgical perspective. Presented at: Academy of Marketing Conference, Stirling, Scotland, 2-5 July 2018.
- Daunt, K. L. and McDermott, A. M. 2018. Authorship in action. In: Townsend, K. and Saunders, M. eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong. Cheltenham: Edward Elgar Publishing, pp. 149-156.
2017
- Daunt, K. and Harris, L. 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38, pp. 166-176. (10.1016/j.jretconser.2017.05.013)
- Rogers, A., Daunt, K. L., Morgan, P. and Beynon, M. 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51(7/8), pp. 1224-1247. (10.1108/EJM-03-2015-0126)
2016
- Wells, V. K. and Daunt, K. 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40(4), pp. 486-508. (10.1080/0309877X.2014.984599)
- Baeshen, M., Beynon, M. J. and Daunt, K. 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. In: Kumar, A. et al. eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics. IGI Global, pp. 40-61.
- Lloyd, H. and Daunt, K. 2016. Implementing strategic change. In: Baker, M. J. and Hart, S. eds. The Marketing Book, 7th ed.. Routledge, pp. 121-148.
2015
- Daunt, K. and Greer, D. A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49(9/10), pp. 1505-1526. (10.1108/EJM-01-2014-0061)
- Hardyman, W., Daunt, K. L. and Kitchener, M. J. 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17(1), pp. 90-107. (10.1080/14719037.2014.881539)
2014
- Daunt, K. L. and Harris, L. C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30(3-4), pp. 221-244. (10.1080/0267257X.2013.812977)
2013
- Daunt, K. L. and Greer, D. A. 2013. Deviant service behavior. In: Fisk, R. P., Russell-Bennett, R. and Harris, L. C. eds. Serving Customers: Global Services Marketing Perspectives. Tilde University Press, pp. 105-122.
- Beynon, M. J. and Daunt, K. 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. In: Moutinho, L. and Huarng, K. eds. Quantitative Modelling in Marketing and Management. London: World Scientific, pp. 359-378., (10.1142/9789814407724_0014)
- Rosenbaum, M. S., Daunt, K. and Jiang, A. 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60(4), pp. 505-531. (10.1080/00918369.2013.760305)
- Harris, L. C. and Daunt, K. 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27(4), pp. 281-293. (10.1108/08876041311330762)
2012
- Daunt, K. and Harris, L. C. 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28(1-2), pp. 129-153. (10.1080/0267257X.2011.619149)
- Daunt, K. and Harris, L. C. 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26(4), pp. 293-308. (10.1108/08876041211237587)
2011
- Daunt, K. and Harris, L. C. 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64(10), pp. 1034-1042. (10.1016/j.jbusres.2010.10.010)
- Wells, V. K. and Daunt, K. 2011. Eduscape: an analysis of the physical learning environment. Presented at: Academy of Marketing Conference, University of Liverpool, 5-7 July 2011.
- Daunt, K. and Harris, L. C. 2011. The role of perceived employee deviance, custsomer loyalty and past customer misbehavior. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
- Rosenbaum, M. S. and Daunt, K. 2011. When customers have no option: a Cambodian case study regarding counterfeit design merchandise. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
- Harris, L. C. and Daunt, K. 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27(7-8), pp. 834-853. (10.1080/0267257X.2010.498149)
2010
- Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K., Russell-Bennett, R. and Wirtz, J. 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24(6), pp. 417-429. (10.1108/08876041011072537)
- Daunt, K. and Harris, L. C. 2010. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Presented at: AMA SERVSIG International Conference, Porto, Portugal, 17-19 June 2011.
2009
- Reynolds, K. and Harris, L. C. 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85(3), pp. 321-335. (10.1016/j.jretai.2009.05.005)
2006
- Reynolds, K. and Harris, L. C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14(2), pp. 95-111.
2005
- Reynolds, K. and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19(5), pp. 321-335. (10.1108/08876040510609934)
- Daunt, K. and Harris, L. C. 2005. Jaycustomers: An empirical examination of the antecedents of dysfunctional customer behaviour. Presented at: 4th SERVSIG Conference, Singapore, Malaysia, 2-4 June 2005. AMA
- Daunt, K. and Harris, L. C. 2005. The antecedents of dysfunctional customer behaviour. Presented at: 34th EMAC Conference, Milan, Italy, 24-27 May 2005.
2004
- Daunt, K. and Harris, L. C. 2004. 'Illegitimate' customer complaining: an exploration of types and motives. Presented at: European Marketing Conference (EMAC), Murcia, Spain, 18-21 May 2004.
- Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18(5), pp. 339-357. (10.1108/08876040410548276)
2003
- Harris, L. C. and Reynolds, K. 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6(2), pp. 144-161. (10.1177/1094670503257044)
- Daunt, K. and Harris, L. C. 2003. Jaycustomers: A study of the consequences of deviant consumer behaviour. Presented at: 10th Recent Advances in Retailing and Services Science Conference (EIRASS), Portland, OR, USA, August, 2003.
- Daunt, K. and Harris, L. C. 2003. A study of jaycustomer behaviour: Insights into types and motives from the hospitality industry. Presented at: Academy of Marketing Conference 2003: History of the Next Decade, Aston University, Birmingham, UK, 8-10 July 2003.
Adrannau llyfrau
- Daunt, K. L. and McDermott, A. M. 2018. Authorship in action. In: Townsend, K. and Saunders, M. eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong. Cheltenham: Edward Elgar Publishing, pp. 149-156.
- Baeshen, M., Beynon, M. J. and Daunt, K. 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. In: Kumar, A. et al. eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics. IGI Global, pp. 40-61.
- Lloyd, H. and Daunt, K. 2016. Implementing strategic change. In: Baker, M. J. and Hart, S. eds. The Marketing Book, 7th ed.. Routledge, pp. 121-148.
- Daunt, K. L. and Greer, D. A. 2013. Deviant service behavior. In: Fisk, R. P., Russell-Bennett, R. and Harris, L. C. eds. Serving Customers: Global Services Marketing Perspectives. Tilde University Press, pp. 105-122.
- Beynon, M. J. and Daunt, K. 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. In: Moutinho, L. and Huarng, K. eds. Quantitative Modelling in Marketing and Management. London: World Scientific, pp. 359-378., (10.1142/9789814407724_0014)
Cynadleddau
- Mardon, R., Cocker, H. and Daunt, K. 2019. Community-embedded human brands and dysfunctional community role dynamics: A study of the YouTube beauty community. Presented at: Consumer Culture Theory Conference, Montreal, QC, Canada, 17-19 July 2019. pp. -.
- Rosier, E., Williams, S. and Daunt, K. 2019. Eduscapes and student experience: the effects of Servicescapes in academic learning environments. Presented at: Cardiff University Learning and Teaching Conference 2019: Authentic Learning, Cardiff, UK, 11 September 2019.
- Mardon, R., Cocker, H. and Daunt, K. 2018. Constructing and commodifying the tribal celebrity: A dramaturgical perspective. Presented at: Academy of Marketing Conference, Stirling, Scotland, 2-5 July 2018.
- Wells, V. K. and Daunt, K. 2011. Eduscape: an analysis of the physical learning environment. Presented at: Academy of Marketing Conference, University of Liverpool, 5-7 July 2011.
- Daunt, K. and Harris, L. C. 2011. The role of perceived employee deviance, custsomer loyalty and past customer misbehavior. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
- Rosenbaum, M. S. and Daunt, K. 2011. When customers have no option: a Cambodian case study regarding counterfeit design merchandise. Presented at: AMA Winter Conference, Austin, Texas, USA, 18-20 February 2011.
- Daunt, K. and Harris, L. C. 2010. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Presented at: AMA SERVSIG International Conference, Porto, Portugal, 17-19 June 2011.
- Daunt, K. and Harris, L. C. 2005. Jaycustomers: An empirical examination of the antecedents of dysfunctional customer behaviour. Presented at: 4th SERVSIG Conference, Singapore, Malaysia, 2-4 June 2005. AMA
- Daunt, K. and Harris, L. C. 2005. The antecedents of dysfunctional customer behaviour. Presented at: 34th EMAC Conference, Milan, Italy, 24-27 May 2005.
- Daunt, K. and Harris, L. C. 2004. 'Illegitimate' customer complaining: an exploration of types and motives. Presented at: European Marketing Conference (EMAC), Murcia, Spain, 18-21 May 2004.
- Daunt, K. and Harris, L. C. 2003. Jaycustomers: A study of the consequences of deviant consumer behaviour. Presented at: 10th Recent Advances in Retailing and Services Science Conference (EIRASS), Portland, OR, USA, August, 2003.
- Daunt, K. and Harris, L. C. 2003. A study of jaycustomer behaviour: Insights into types and motives from the hospitality industry. Presented at: Academy of Marketing Conference 2003: History of the Next Decade, Aston University, Birmingham, UK, 8-10 July 2003.
Erthyglau
- Dineva, D. and Daunt, K. L. 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57(10), pp. 2653-2682. (10.1108/EJM-03-2022-0227)
- Daunt, K., Greer, D. A., Seung, H. J. and Orpen, I. 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33(5), pp. 1849-1870. (10.1108/INTR-07-2022-0565)
- Mardon, R., Cocker, H. and Daunt, K. 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50(3), pp. 617-644. (10.1093/jcr/ucad003)
- Mardon, R., Cocker, H. and Daunt, K. 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39(11-12), pp. 1132-1162. (10.1080/0267257X.2022.2149609)
- Dootson, P., Greer, D., Letheren, K. and Daunt, K. 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37(3), pp. 276-286. (10.1108/JSM-11-2021-0400)
- Cocker, H., Mardon, R. and Daunt, K. 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55(7), pp. 1841-1872. (10.1108/EJM-07-2019-0567)
- Boukis, A., Christos, K., Daunt, K. L. and Papastathopoulos, A. 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, article number: 103997. (10.1016/j.tourman.2019.103997)
- Hardyman, W., Kitchener, M. and Daunt, K. L. 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21(11), pp. 1687-1706. (10.1080/14719037.2019.1619808)
- Daunt, K. and Harris, L. 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38, pp. 166-176. (10.1016/j.jretconser.2017.05.013)
- Rogers, A., Daunt, K. L., Morgan, P. and Beynon, M. 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51(7/8), pp. 1224-1247. (10.1108/EJM-03-2015-0126)
- Wells, V. K. and Daunt, K. 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40(4), pp. 486-508. (10.1080/0309877X.2014.984599)
- Daunt, K. and Greer, D. A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49(9/10), pp. 1505-1526. (10.1108/EJM-01-2014-0061)
- Hardyman, W., Daunt, K. L. and Kitchener, M. J. 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17(1), pp. 90-107. (10.1080/14719037.2014.881539)
- Daunt, K. L. and Harris, L. C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30(3-4), pp. 221-244. (10.1080/0267257X.2013.812977)
- Rosenbaum, M. S., Daunt, K. and Jiang, A. 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60(4), pp. 505-531. (10.1080/00918369.2013.760305)
- Harris, L. C. and Daunt, K. 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27(4), pp. 281-293. (10.1108/08876041311330762)
- Daunt, K. and Harris, L. C. 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28(1-2), pp. 129-153. (10.1080/0267257X.2011.619149)
- Daunt, K. and Harris, L. C. 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26(4), pp. 293-308. (10.1108/08876041211237587)
- Daunt, K. and Harris, L. C. 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64(10), pp. 1034-1042. (10.1016/j.jbusres.2010.10.010)
- Harris, L. C. and Daunt, K. 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27(7-8), pp. 834-853. (10.1080/0267257X.2010.498149)
- Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K., Russell-Bennett, R. and Wirtz, J. 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24(6), pp. 417-429. (10.1108/08876041011072537)
- Reynolds, K. and Harris, L. C. 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85(3), pp. 321-335. (10.1016/j.jretai.2009.05.005)
- Reynolds, K. and Harris, L. C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14(2), pp. 95-111.
- Reynolds, K. and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19(5), pp. 321-335. (10.1108/08876040510609934)
- Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18(5), pp. 339-357. (10.1108/08876040410548276)
- Harris, L. C. and Reynolds, K. 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6(2), pp. 144-161. (10.1177/1094670503257044)
- Dineva, D. and Daunt, K. L. 2023. Reframing online brand community management: consumer conflicts, their consequences, and moderation. European Journal of Marketing 57(10), pp. 2653-2682. (10.1108/EJM-03-2022-0227)
- Daunt, K., Greer, D. A., Seung, H. J. and Orpen, I. 2023. Who believes political fake news? The role of conspiracy mentality, patriotism, perceived threat to freedom, media literacy and concern for disinformation. Internet Research 33(5), pp. 1849-1870. (10.1108/INTR-07-2022-0565)
- Mardon, R., Cocker, H. and Daunt, K. 2023. How social media influencers impact consumer collectives: An embeddedness perspective. Journal of Consumer Research 50(3), pp. 617-644. (10.1093/jcr/ucad003)
- Mardon, R., Cocker, H. and Daunt, K. 2023. When parasocial relationships turn sour: Social media influencers, eroded and exploitative intimacies, and anti-fan communities. Journal of Marketing Management 39(11-12), pp. 1132-1162. (10.1080/0267257X.2022.2149609)
- Dootson, P., Greer, D., Letheren, K. and Daunt, K. 2023. Reducing deviant consumer behaviour with service robot guardians. Journal of Services Marketing 37(3), pp. 276-286. (10.1108/JSM-11-2021-0400)
- Cocker, H., Mardon, R. and Daunt, K. 2021. Social media influencers & transgressive celebrity endorsement in consumption community contexts. European Journal of Marketing 55(7), pp. 1841-1872. (10.1108/EJM-07-2019-0567)
- Boukis, A., Christos, K., Daunt, K. L. and Papastathopoulos, A. 2020. Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management 77, article number: 103997. (10.1016/j.tourman.2019.103997)
- Hardyman, W., Kitchener, M. and Daunt, K. L. 2019. What matters to me! User conceptions of value in specialist cancer care. Public Management Review 21(11), pp. 1687-1706. (10.1080/14719037.2019.1619808)
- Daunt, K. L. and McDermott, A. M. 2018. Authorship in action. In: Townsend, K. and Saunders, M. eds. How to Keep Your Research Project on Track: Insights From When Things Go Wrong. Cheltenham: Edward Elgar Publishing, pp. 149-156.
- Daunt, K. and Harris, L. 2017. Consumer showrooming: value co-destruction. Journal of Retailing and Consumer Services 38, pp. 166-176. (10.1016/j.jretconser.2017.05.013)
- Rogers, A., Daunt, K. L., Morgan, P. and Beynon, M. 2017. Examining the existence of double jeopardy and negative double jeopardy within Twitter. European Journal of Marketing 51(7/8), pp. 1224-1247. (10.1108/EJM-03-2015-0126)
- Wells, V. K. and Daunt, K. 2016. Eduscape: The effects of servicescapes and emotions in academic learning environments. Journal of Further and Higher Education 40(4), pp. 486-508. (10.1080/0309877X.2014.984599)
- Baeshen, M., Beynon, M. J. and Daunt, K. 2016. Fuzzy clustering: an analysis of service quality in the mobile phone industrys. In: Kumar, A. et al. eds. Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics. IGI Global, pp. 40-61.
- Daunt, K. and Greer, D. A. 2015. Unpacking the perceived opportunity to misbehave: The influence of spatio-temporal and social dimensions on consumer misbehaviour. European Journal of Marketing 49(9/10), pp. 1505-1526. (10.1108/EJM-01-2014-0061)
- Hardyman, W., Daunt, K. L. and Kitchener, M. J. 2015. Value co-creation through patient engagement in health care: a micro-level approach and research agenda. Public Management Review 17(1), pp. 90-107. (10.1080/14719037.2014.881539)
- Daunt, K. L. and Harris, L. C. 2014. Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management 30(3-4), pp. 221-244. (10.1080/0267257X.2013.812977)
- Daunt, K. L. and Greer, D. A. 2013. Deviant service behavior. In: Fisk, R. P., Russell-Bennett, R. and Harris, L. C. eds. Serving Customers: Global Services Marketing Perspectives. Tilde University Press, pp. 105-122.
- Beynon, M. J. and Daunt, K. 2013. Cluster analysis: An example analysis on personality and dysfunctional customer behaviour. In: Moutinho, L. and Huarng, K. eds. Quantitative Modelling in Marketing and Management. London: World Scientific, pp. 359-378., (10.1142/9789814407724_0014)
- Rosenbaum, M. S., Daunt, K. and Jiang, A. 2013. Craigslist exposed: The internet-mediated hookup. Journal of Homosexuality 60(4), pp. 505-531. (10.1080/00918369.2013.760305)
- Harris, L. C. and Daunt, K. 2013. Managing customer misbehavior: Challenges and Strategies. Journal of Services Marketing 27(4), pp. 281-293. (10.1108/08876041311330762)
- Daunt, K. and Harris, L. C. 2012. Exploring the forms of dysfunctional customer behaviour: a study of differences in servicescape and customer disaffection with service. Journal of Marketing Management 28(1-2), pp. 129-153. (10.1080/0267257X.2011.619149)
- Daunt, K. and Harris, L. C. 2012. Motives of dysfunctional customer behavior: an empirical study. Journal of Services Marketing 26(4), pp. 293-308. (10.1108/08876041211237587)
- Daunt, K. and Harris, L. C. 2011. Customers acting badly: evidence from the hospitality industry. Journal of Business Research 64(10), pp. 1034-1042. (10.1016/j.jbusres.2010.10.010)
- Harris, L. C. and Daunt, K. 2011. Deviant customer behaviour: a study of techniques of neutralisation. Journal of Marketing Management 27(7-8), pp. 834-853. (10.1080/0267257X.2010.498149)
- Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K., Russell-Bennett, R. and Wirtz, J. 2010. Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 24(6), pp. 417-429. (10.1108/08876041011072537)
- Reynolds, K. and Harris, L. C. 2009. Dysfunctional customer behavior severity: an empirical examination. Journal of Retailing 85(3), pp. 321-335. (10.1016/j.jretai.2009.05.005)
- Reynolds, K. and Harris, L. C. 2006. Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice 14(2), pp. 95-111.
- Reynolds, K. and Harris, L. C. 2005. When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing 19(5), pp. 321-335. (10.1108/08876040510609934)
- Harris, L. C. and Reynolds, K. L. 2004. Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing 18(5), pp. 339-357. (10.1108/08876040410548276)
- Harris, L. C. and Reynolds, K. 2003. The Consequences of Dysfunctional Customer Behavior. Journal of Service Research 6(2), pp. 144-161. (10.1177/1094670503257044)
Ymchwil
Research interests
- Dysfunctional customer behaviour
- Consumer misbehaviour
- Service dysfunction
- Service encounters
- Services marketing
- Servicescape design
Primary research interests
Consumer misbehaviour,Dysfunctional customer behaviour,Service dysfunction,Service encounters,Services marketing,Servicescape design
PhD supervision research interests
- Customer complaining behaviour
- Customer retaliation and revenge
- Dysfunctional customer behaviour
- Service dominant logic
- Services marketing
Addysgu
Teaching commitments
- MSc Conducting Research in Marketing and Strategy BST212 (Module Leader)
- BSc Business Management (UG): Services and Relationship Marketing BS3742 (Module Leader)
- BSc Business Management (UG): Marketing BS1528
- MBA Business Projects
- PhD Supervision
Bywgraffiad
Qualifications
- Leadership Foundation for Higher Education Aurora Programme, 2014
- Fellow of the Higher Education Academy (FHEA), 2011
- PhD: The Antecedents of Dysfunctional Customer Behaviour Severity: An Empirical Examination within the Hospitality Industry, 2008, Cardiff University
- Postgraduate Certificate in University Learning and Teaching (PCUTL): Module 1 Fundamentals of University Learning and Teaching, Cardiff University, 2006
- BSc (Hons) Business Administration, Cardiff University, 2001
Editorial work
Editorial board membership:
- Journal of Business Research
- Journal of Service Research
- Journal of Services Marketing (Associate Editor)
- Journal of Marketing Management
Ad-hoc journal reviewer:
- European Journal of Marketing
- Journal of Marketing Management
- Journal of Retailing
- Journal of the Academy of Marketing Science
Anrhydeddau a dyfarniadau
- Nominated for two 2016 Cardiff University enriching student life awards 'Personal tutor of the year' and 'Outstanding doctoral supervision'
- Excellence in teaching award, Cardiff Business School, 2012
- Best paper in the Marketing of Higher Education track, Academy of Marketing Conference 2011, University of Liverpool
- Best post-doctoral paper, 22nd Service Conference and Workshop 2008, University of Westminster
- Highly commended award in the Journal of Services Marketing 2006, Emerald Literati Club Awards
- Outstanding paper in the Journal of Services Marketing 2005, Emerald Literati Club Awards
Aelodaethau proffesiynol
- Professional Member of the Chartered Institute of Marketing (MCIM)
- American Marketing Association (AMA)
- AMA Services Special Interest Group (SERVSIG)
- European Academy of Marketing (EMAC)
- UK Academy of Marketing (AM)
- Beta Gamma Sigma honours society
- Violence and Society Research Group, Cardiff University
- Fellow of the Crime and Security Research Institute, Cardiff University
Pwyllgorau ac adolygu
Editoirial Board:
- Journal of Services Marketing (since 2019)
- Journal of Marketing Management (since 2016)
- Journal of Service Research (since 2013)
Guest Editor:
- Journal of Business Research, 'Influencers & Influencer Marketing: Implications for Consumers and Society', forthcoming 2024/24 (with R. Mardon, H. Cocker and R. Kozinets).
- Journal of Marketing Management, 'The Dark Side of Marketing', 2018 (With D. Greer).
Associate Editor:
- Journal of Services Marketing (2014-2019)
