Dr Kate L. Daunt (née Reynolds)

Qualifications

Fellow of the Higher Education Academy (FHEA)

PhD: The Antecedents of Dysfunctional Customer Behaviour Severity: An Empirical Examination within the Hospitality Industry, 2008, Cardiff University.
Postgraduate Certificate in University Learning and Teaching (PCUTL): Module 1 Fundamentals of University Learning and Teaching, Cardiff University, 2006.
BSc (Hons) Business Administration, Cardiff University, 2001.

Teaching profile

BSc Business Management (UG): Marketing (Year 1) Module Leader
BSc Business Management (UG): Services and Relationship Marketing (Year 3)
PhD Supervision
MBA Business Projects

Research interests

Dysfunctional customer behaviour
Service dysfunction
Service encounters
Services marketing
Customer complaining behaviour

Selected publications

Journal Articles

Daunt, Kate L. and Lloyd C. Harris ‘Motives of Dysfunctional Customer Behaviour: An Empirical Study’, Journal of Services Marketing, forthcoming.

Daunt, Kate L. and Lloyd C. Harris (2012) 'Exploring the Forms of Dysfunctional Customer Behaviour: A Study of Differences in Servicescape and Customer Disaffection with Service', Journal of Marketing Management, 28, 1/2, 129-153.

Harris, Lloyd C. and Kate L. Daunt (2011). 'Deviant Customer Behaviour: A Study of Techniques of Neutralisation', Journal of Marketing Management, 27, 7/8, 834-853.

Daunt, Kate L. and Lloyd C. Harris (2011) ‘Customers Acting Badly: Evidence From the Hospitality Industry’, Journal of Business Research, 64, 1034-1042.

Fisk, Ray, Stephen Grove, Lloyd C. Harris, Kate L. Daunt, Dominique Keeffe, Rebekah Russell-Bennett and Jochen Wirtz (2010). ‘Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitioners’, Journal of Services Marketing, 24, 6, 417-429.

Reynolds, Kate L. and Lloyd C. Harris (2009). 'Dysfunctional Customer Behavior Severity: An Empirical Examination', Journal of Retailing, 85, 3, 321-335.

Reynolds, Kate L. and Lloyd C. Harris (2006). 'Deviant Customer Behavior: An Exploration of Frontline Employee Tactics', Journal of Marketing Theory and Practice, Volume 14, issue 2, pp 95-111.

Reynolds Kate L. and Lloyd C. Harris (2005), When Service Failure is Not Service Failure: An Exploration of the Types and Motives of 'Illegitimate' Customer Complaining', Journal of Services Marketing, Volume 19, issue 5 (Paper awarded ‘highly commended’ for 2006 Emerald Literati Awards)

Harris, Lloyd C. and Kate L. Reynolds (2004), 'Jaycustomer Behavior: An Exploration of Types and Motives in the Hospitality Industry', Journal of Services Marketing, Volume 18, Issue 5, PP. 339-357. (Paper awarded ‘outstanding paper’ for 2005 Emerald Literati Awards)

Harris, Lloyd C. and Kate L. Reynolds (2003), 'The Consequences of Dysfunctional Customer Behavior',Journal of Service Research, Volume 6, Issue 2, PP.144-161.

Conference Papers

Wells, Victoria K. and Kate L. Daunt (2011). 'Eduscape: An Analysis of the Physical Learning Environment', Academy of Marketing Conference, University of Liverpool, 5th- 7th July. (Paper awarded "best paper in track")

Daunt, Kate L. and Lloyd C. Harris (2011). 'The Role of Perceived Employee Deviance, Customer Loyalty, and Past Customer Misbehavior', Winter AMA Conference, Austin, Texas, 17th-20th February.

Rosenbaum, Mark Scott and Kate L. Daunt (2011). 'When Consumers Have No Option: A Cambodian Case Study Regarding Counterfeit Designer Merchandise', Winter AMA Conference, Austin, Texas, 17th-20th February.

Daunt, Kate L. and Lloyd C. Harris (2010). ‘Exploring the Forms of Dysfunctional Customer Behaviour: A Study of Differences in Servicescape and Customer Disaffection with Service’, AMA Servsig Conference, Porto, Portugal, 17th-19th June.

Kate L. Reynolds and Lloyd C. Harris (2008). ‘Factors Associated with Dysfunctional Customer Behaviour: An Empirical Study’, 22nd Service Conference and Workshop, Westminster.
(Awarded ‘best post-doctoral’ paper)

Kate L. Reynolds and Lloyd C. Harris (2008). ‘Dysfunctional Customer Behaviour: Methodological Challenges’, AMA SERVSIG International Research Conference, Liverpool University.

Reynolds, Kate L. and Lloyd C. Harris (2007). 'The Antecedents of Dysfunctional Customer Behaviour: A Quantitative Analysis', 36th EMAC Conference Proceedings, Reykjavik University, Iceland.

Reynolds, Kate L. and Lloyd C. Harris (2005). 'Jaycustomers: An Empirical Examination of the Antecedents of Dysfunctional Customer Behaviour', 4th SERVSIG Conference Proceedings, NUS Business School, Singapore.

Reynolds, Kate L. and Lloyd C. Harris (2005). 'The Antecedents of Dysfunctional Customer Behaviour', 34th EMAC Conference, Milan, Italy.

Reynolds Kate L. and Lloyd C. Harris (2004). 'Illegitimate' Customer Complaining: An Exploration of Motives', 33rd EMAC Conference Proceedings, Murcia, Spain.

Activities

Editorial Board Member:
• Journal of Business Research
Ad-hoc journal reviewer:
• Journal of Retailing
• European Journal of Marketing
• Journal of Service Research
• Journal of Marketing Management
• British Journal of Management

Membership (current or past) of American Marketing Association, European Marketing Academy, British Academy of Marketing.

Awards

Best paper in the Marketing of Higher Education track, Academy of Marketing Conference 2011, University of Liverpool

Best post-doctoral paper, 22nd Service Conference and Workshop 2008, University of Westminster

Highly commended award in the Journal of Services Marketing 2006, Emerald Literati Club Awards

Outstanding paper in the Journal of Services Marketing 2005, Emerald Literati Club Awards