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

journal contribution
posted on 2023-06-09, 04:22 authored by Alexandra Poliakova, Andrea Ordanini, Zachary Estes
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.

History

Publication status

  • Published

Journal

Advances in Consumer Research

ISSN

0098-9258

Publisher

Association for Consumer Research

Volume

42

Page range

644-645

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2017-06-08

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    University of Sussex (Publications)

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