Double-Edged nature of free perks: consumer entitlement and its consequences in the marketplace

Polyakova, Alexandra, Ordanini, Andrea and Estes, Zachary (2014) Double-Edged nature of free perks: consumer entitlement and its consequences in the marketplace. Advances in Consumer Research, 42. pp. 644-645. ISSN 0098-9258

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Abstract

In this paper we argue that preferential treatment elevates the sense of entitlement among consumers which leads to questionable behaviour across different domains. We study the effect of entitlement on different groups of customers based on their past relationships with a firm and examine why this effect occurs.

Item Type: Article
Schools and Departments: School of Business, Management and Economics > Business and Management
Depositing User: Alexandra Polyakova
Date Deposited: 08 Jun 2017 16:08
Last Modified: 08 Jun 2017 16:08
URI: http://sro.sussex.ac.uk/id/eprint/68449
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