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This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers.

Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies.

The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”.

Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers.

Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined.

An online survey was used to collect 311 actual episodes of consumer envy. Both qualitative and quantitative analyses were used to answer the research questions.

This research identified five different triggers of consumer envy during service encounters, each associated with distinct cognitive appraisal patterns. Moreover, envious customers might experience three qualitatively different shades of envy labeled as “blue envy”, “red envy” and “green envy”. Actions taken by service providers are found to be a major cause of consumer envy, and they elicit emotions associated with complaining, negative word of mouth, lower encounter satisfaction and lower repurchase intention.

While significant contributions are made, this study relied on self-reported data. Given that envy is considered a private and sensitive emotion, participants may have withheld from sharing some of the more socially undesirable details of their envy episodes.

The results stress the importance for service providers to avoid a perception of unfair preferential treatment. This perception of service unfairness is associated with hostility directed at service employees and negative organizational consequences.

This study is among the first to examine consumer envy in the context of service encounters.

This study aims to examine the current state of the research activities of scholars in the hospitality and tourism field by analyzing the first 20 years of the new millennium.

Longitudinal analyses using 14,229 journal articles as data source were realized by adopting BibExcel, Gephi and VOSviewer network analysis software packages.

This study provides a comprehensive overview of the hospitality and tourism research based on authorship and social network analysis, with patterns of prolific authors compared over four distinct periods.

The hospitality and tourism academic society is clearly illustrated by tracing academic publication activities across 20 years in the new millennium. In addition, this study provides a guide for scholars to search for multidisciplinary collaboration opportunities. Government agencies and non-governmental organisations can also benefit from this study by identifying appropriate review panel members when making decisions about hospitality- and tourism-related proposals.

To the best of authors’ knowledge, this study is the first to use bibliometric analysis in assessing research published in leading hospitality and tourism journals across the four breakout periods in the new millennium.