Nicklas Salomonson is Associate Professor in Business Administration at the University of Borås in Sweden. His research concerns areas such as communicative interaction in service encounters, technology in services, customer misbehaviour and sustainable consumption. His research has been published in journals such as Industrial Marketing Management, Marketing Theory, Journal of Retailing and Consumer Services, Journal of Creating Value, Journal of Macro marketing, Journal of Business Communication, International Journal of Quality and Service Sciences, and Research in Transportation Business & Management. His current research focuses on different aspects of customer misbehaviour in areas such as public transport and retail. One of the projects aims at clarifying the customer discourse/customer role in relation to service encounters. A specific interest is how the customer conceptions sometimes come into collision with the organisational rationality and professional norms, in particular incidents where customers act in unacceptable ways towards employees.