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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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Official URL: http://www.acrwebsite.org/volumes/1017867/volumes/...
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 |
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Schools and Departments: | University of Sussex Business School > 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 |