Abstract: Customer misbehavior is the new research direction of service failure. Compared with the past research of service failure, the subject of service failure presents the tendency of dualization. Moreover, customer misbehavior gained increasing attention from academia and business community, which provides a new idea for bettering the relationship between customers and businesses. This paper introduces the method of productive authors analysis and co-word analysis of mapping of knowledge innovatively. With the bibliometric methods of science, we summarize the academic achievements on the research of customer misbehavior from front researchers and cutting-edge research fields. On the basis of previous studies, the author makes an intensive expectation for the future research.

摘要： 顾客不当行为是服务失误研究领域发展的新方向。相对于过去服务失误的研究，服务失误的主体呈现“二元化”的趋势，顾客不当行为逐渐受到学术界和企业界的重视，为改善的“顾客-企业”关系提供了新的思路。本文创新性的引入知识图谱中的高产作者分析、共词分析方法，运用科学的文献计量方法从顾客不当行为研究的前沿研究者、前沿研究领域出发，梳理了学术界对这一问题了的研究成果，并在此基础之上对未来的深入研究进行了展望。