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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 EstesIn 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 ResearchISSN
0098-9258Publisher
Association for Consumer ResearchVolume
42Page range
644-645Department affiliated with
- Business and Management Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2017-06-08Usage metrics
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