Free upgrades with costly consequences: can preferential treatment inflate customers’ entitlement and induce negative behaviors?

Polyakova, Alexandra, Estes, Zachary and Ordanini, Andrea (2020) Free upgrades with costly consequences: can preferential treatment inflate customers’ entitlement and induce negative behaviors? European Journal of Marketing. ISSN 0309-0566 (Accepted)

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Item Type: Article
Schools and Departments: School of Business, Management and Economics > Strategy and Marketing
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Alexandra Polyakova
Date Deposited: 09 Jan 2020 08:10
Last Modified: 09 Jan 2020 08:15
URI: http://sro.sussex.ac.uk/id/eprint/89239

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