Service organisations are increasingly using signage to communicate expectations of conduct to their customers with the aim of mitigating deviant customer behaviour. Deviant customer behaviour refers to acts by customers that infringe the norms of the consumption environment and include rude, abusive and aggressive behaviours.

In this lunchtime seminar, Professor Kate Daunt will examine the unintended impacts of such signage on customers attitudes and behaviours. Her work draws on reactance theory, in which reactance occurs when an individual perceives that a freedom or choice has been removed.

Kate is a Professor of Marketing from Cardiff University’s Business school on a one year secondment at the CSRI to support the Open Source Communications, Analytics and Research (OSCAR) group. Her expertise in services marketing and social marketing, with a specific focus on consumer deviance and service dysfunction, are being utilised by the OSCAR group to explore the impact of different forms of messaging through mediums such as social media.

Speaker Biography
Kate Daunt - Professor of Marketing, Cardiff Business School & Crime and Security Research Institute

When: 12pm to 1pm, 6th February 2020
Where: Meeting Room 2.13, Crime & Security Research Institute, Level 2, Friary House, Greyfriars Road, Cardiff
Contact: [email protected]

This event is open to Cardiff University staff and students, to reserve your place please complete the registration form below.