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Because of customer misbehavior's universality and significantly negative impact on fellow customers, employees and service companies, researchers have paid attention to the antecedents of customer misbehavior to discuss how it happens. This paper reviews existing literature of antecedent research on customer misbehavior in terms of customer traits, services cape characteristics and their interaction effects. The main focus of existing research is on the customer traits, especially the psychological characteristics, while services cape characteristics and their interaction effects have been paid less attention. Most research considers the single typology of either customer traits or services cape characteristics, and the whole model has not been examined integrally. Empirical research that explores the occurrence mechanism of customer misbehavior is in a serious lack. Little research is done under the background of Chinese culture. This paper puts forward some suggestions for future research in the end.

This paper aims to investigate the relationship between back-office employee satisfaction and customer satisfaction. Based on the review of existing related theories, this paper puts forward a conceptual model and some hypotheses. The tests of the hypotheses use data from 359 back-office employees, 412 front-line employees and 723 customers across 90 restaurants. Employing statistics techniques of reliability analysis, validity analysis, and structural equation model analysis, empirical results show that back-office employee satisfaction has significant influence on customer satisfaction. Furthermore, back-office employee satisfaction is found to be the key factor to customer satisfaction, affecting customer satisfaction in both direct and indirect ways. The findings provide a deep insight into the academic research and enable practitioners to better understand back-office employees.