Negative consumer behaviour is a well-known but growing problem (also) in the retail sector with serious consequences, as an international study series led by Kathrin Mayr, MA from the IHaM Institute for Retailing, Sales and Marketing at the University of Linz shows.

36% of adult Austrians sometimes observe other customers insulting retail employees while shopping. 39% of consumers sometimes/often feel disturbed by other customers while shopping. 39% of consumers report damage in shops.

The consequences range from increasing emotional strain on retail employees to increased sick leave, job dissatisfaction and the development of intentions to leave the workplace. In addition, negative behaviour by customers limits the shopping experience of other customers in the shop and "encourages" migration to the internet. Deviating behaviour - behaviour that does not conform to the common norm - thus causes significant direct and indirect costs for the stationary retail trade.


The first results of the study can also be read at:

https://www.nachrichten.at/wirtschaft/der-kunde-ist-koenig-aber-er-benimmt-sich-nicht-mehr-so;art15,3807263, opens an external URL in a new window

https://ooe.orf.at/stories/3199860/, opens an external URL in a new window

https://www.diepresse.com/6266623/was-passiert-wenn-sich-der-kunde-nicht-mehr-als-koenig-fuehlt?from=rss, opens an external URL in a new window

https://www.heute.at/s/nerven-liegen-blank-mehr-gewalt-wegen-teuerung-100262101, opens an external URL in a new window