Title: Double-Edged Nature of Free Perks: Consumer Entitlement and Its Consequences in the Marketplace
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.
Publication Year: 2014
Publication Date: 2014-01-01
Language: en
Type: article
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Cited By Count: 1
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