Consumer misbehavior in tourism and hospitality contexts: a framework-based systematic review and future agenda

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.