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Keywords: Psychological entitlement
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Journal Articles
How psychologically entitled shoppers respond to service recovery apologies
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Journal:
European Journal of Marketing
European Journal of Marketing (2018) 52 (9-10): 2173–2190.
Published: 21 September 2018
...Brett Martin; Carolyn Strong; Peter O’Connor Purpose 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. Design/methodology/approach Two experiments were performed. Study 1 tests...
