【论文信息】

He X, Huang S,Yu Z*. Consumer misbehavior in tourism and hospitality contexts: a framework-based systematic review and future agenda[J/OL]. International Journal of Contemporary Hospitality Management, 2026. DOI: 10.1108/IJCHM-03-2026-0349.

【作者信息】

第一作者：何小玲，伊迪斯科文大学商法学院博士研究生，研究方向：低碳行为。

第二作者：黄松山，伊迪斯科文大学商法学院校长特聘研究型教授，博士生导师，研究方向：旅游营销、中国出入境游。

第三作者（通讯作者）：喻志成，重庆工商大学工商管理学院讲师，研究方向：旅游情感、旅游可持续行为。

【期刊简介】

《International Journal of Contemporary Hospitality Management》（简称 IJCHM）是SSCI收录期刊、中科院管理学1区期刊（2025年分区），JCR Q1区。

【论文摘要】

Purpose –This paper aims to synthesize the fragmented literature and develop an integrative framework to advance understanding of the emergence, consequences and management of consumer misbehavior in tourism and hospitality.

Design/methodology/approach –A framework-based systematic review is conducted. Drawing on 83 peer-reviewed articles retrieved from Scopus and Web of Science, this paper uses an Antecedents–Enactments–Consequences–Interventions (AECI) framework to synthesize the literature.

Findings –Consumer misbehavior is primarily shaped by external situational factors and consumers’ psychological catalysts. Negative feelings, defensive regulation and threat evaluation emerge as key enactment mechanisms linking antecedents, consumer misbehavior and stakeholder responses. Consumer misbehavior generates consequences for employees, other consumers and residents. These individual-level impacts may lead to organization- and destination-level outcomes. Research on interventions has focused more heavily on precautionary strategies than on coping strategies. In particular, coping strategies addressing the impacts of consumer misbehavior on employees and residents remain largely overlooked. This review identifies theoretical fragmentation and under-researched areas, including contagion effects and post-incident recovery for employees and residents.

Practical implications –Effective management of consumer misbehavior requires both precautionary and coping strategies. Managers should tailor interventions to the severity and context of misbehavior. Organizations and destinations should also provide active post-incident management and immediate psychological support to facilitate employee and resident recovery.

Originality/value –This paper offers a comprehensive synthesis of consumer misbehavior in tourism and hospitality using an AECI framework. This paper clarifies conceptual ambiguity, integrates dispersed evidence and proposes a future research agenda.