Social washing and customer misbehaviour in the hospitality sector: a problem that remains unreported

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Deviant customer behaviours are endemic across service occupations, with front line
service employees ‘routinely faced with situations in which they are subjected to abuse and mistreatment by customers’ (Reynolds and Harris, 2006 p 106).
Original languageEnglish
Number of pages19
Publication statusPublished - 14 May 2021
Event29th Annual Council for Hospitality Management -
Duration: 12 May 202114 May 2021


Conference29th Annual Council for Hospitality Management
Abbreviated titleCMHE
Internet address


  • social washing
  • customer misbehaviour
  • hospitality sector
  • deviant customer behaviour
  • service occupations
  • Covid-19
  • abuse
  • unsocial behaviours

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