Social Sciences
8 years ago

Free perks fuel consumer entitlement, leading to questionable behavior in marketplace.

2 views
ACR North American Advances
Double-Edged Nature of Free Perks: Consumer Entitlement and Its Consequences in the Marketplace
Aleksandra Polyakova, Andrea Ordanini, Zachary Estes

Paper Summary

Free perks can make customers feel entitled, leading to bad behavior. The study looks at how entitlement affects different customer groups based on their past interactions with a company.

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