How psychologically entitled shoppers respond to service recovery apologies
Sign Up to like & getrecommendations! Published in 2018 at "European Journal of Marketing"
DOI: 10.1108/ejm-02-2017-0165
Abstract: This paper aims to examine how a shopper’s level of psychological entitlement influences how consumers respond to different types of apology by a service provider.,Two experiments were performed. Study 1 tests the hypotheses that entitled… read more here.
Keywords: entitled shoppers; entitlement; apology; service recovery ... See more keywords