Notice of RetractionA study of customer counterproductive behavior in retail industry

Notice of Retraction

After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.

We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.

The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.

Retail industry as a highly customer-interacting industry, not only provides products to meet customers´ needs, but also constantly improving their service to enhance the satisfaction and loyalty towards customers. Under the influence of the service tenet “customer is God”, the study of customer counterproductive behavior, which passively affects retail companies, has been ignored. This paper systematic reviews the foreign literature of customer counterproductive behavior. First, we deal with the definition and classification of customer counterproductive behavior, and then take the customer-highly-involved retail industry as an example when discussing the concrete forms of customer counterproductive behavior and the consequences it brought to the enterprises, service employees and other customers. Finally, we analyze the formation mechanism of customer counterproductive behavior in three different perspectives, and put forward the relative preventive proposals and recommendations for further research.