Our submission on C2C misbehaviour has been selected as one of the two winning submissions to the 2021 American Marketing Association's OFR Frontline-in-Crisis research competition. Developed in partnership with the Journal of Service Research and the Journal of the Academy of Marketing Science, the OFR “Frontlines-in-Crisis” theme recognises research that investigates the role of frontline workers in times of disruption and crisis. – with Jana Möller