Preferential treatment in the service encounter
Abstract
Purpose – The purpose of this paper is to examine reactions when customers in service encounters receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction. Design/methodology/approach – An experimental...
Paper Details
Title
Preferential treatment in the service encounter
Published Date
Aug 12, 2014
Volume
25
Issue
4
Pages
512 - 530
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