The moderating role of consumer entitlement on the relationship of value with customer satisfaction

Zboja, James J.; Laird, Mary Dana; Bouchet, Adrien

doi:10.1002/cb.1534

Cited by 29 publications

(17 citation statements)

References 53 publications

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“…To summarize Phase I, the unidimensional perspective focuses on the economic and cognitive aspects of CPV: Customers behave rationally to maximize the utility of their choices (Sánchez-Fernández and Iniesta-Bonillo 2007) and account for alternative market offerings (Gale and Wood 1994). Although the unidimensional conceptualization was dominant only until the end of the 1900s, more recent studies continue to use it with other high-level abstract constructs such as customer satisfaction (e.g., Zboja, Laird, and Bouchet 2016).…”

Section: Positivist View Of Customer Valuementioning

confidence: 99%

Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues

Zeithaml

Verleye

Hatak

et al. 2020

Journal of Service Research

169

165

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The last three decades have witnessed a resurgence of research on the topic of customer value. In search of a comprehensive integration and analysis of this research—including conceptualization, operationalization, and measurement—we examined the myriad journal publications on the construct. We acknowledge that while some of the literature can be fully integrated, other parts are more difficult because they represent three different paradigms: positivist, interpretive, and social constructionist. We begin by briefly describing these three paradigms. Next, we detail the many studies representing the positivist paradigm, literature capturing customer value from just the customer’s perspective and using deductive logic. We designate the second paradigm as interpretive, in that researchers are interested in understanding the subjective nature of customer value along with its emergence through inductive logic. The third paradigm, the social constructionist, frames customer value as emerging from value co-creation practices in complex ecosystems. Building upon the commonalities and differences among research studies stemming from the positivist, interpretive, and social constructionist paradigms, we propose how researchers can complement one another to move the customer value field forward.

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Section: Positivist View Of Customer Valuementioning

confidence: 99%

Three Decades of Customer Value Research: Paradigmatic Roots and Future Research Avenues

Zeithaml

Verleye

Hatak

et al. 2020

Journal of Service Research

169

165

View full text Add to dashboard Cite

show abstract

“…Prior research has discussed the negative outcomes of customer entitlement. Customer entitlement behaviors can undermine account profitability (Wetzel et al , 2014), negatively impact the physical and psychological well-being of service workers (Fisk and Neville, 2011), decrease customer satisfaction (Zboja et al , 2016) and undermine perceived fairness (Xia and Kukar-Kinney, 2013). In this research, we consider customer entitlement behaviors to be a negative consequence of loyalty programs.…”

Section: Literature Reviewmentioning

confidence: 99%

The effects of loyalty programs in services – a double-edged sword?

Zhang

2017

JSM

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Purpose This paper aims to demonstrate both the positive and negative effects of loyalty programs. The study proposes a model to demonstrate why and how loyalty program strategies can result in good customer relationships and customer entitlement behaviors. Various configurations of three different loyalty program strategies are analyzed – tangible rewards, preferential treatment and perceived status. Design/methodology/approach The authors’ hypotheses were tested by analyzing the survey data of 152 frequent flyer program members in China through partial least squares-structural equation modeling. Fuzzy-set qualitative comparative analysis (fsQCA) was used to test different configurations of the three loyalty program strategies. Findings A net effects analysis demonstrates that loyalty programs are a double-edged sword. While loyalty programs can improve customer relationships, strategies based on perceived status have a positive relationship to customer entitlement, which may lead customers to expect extraordinary efforts from companies, such as greater discounts and extra privileges. Using fsQCA, the authors determined four sufficient configurations of high level of relationship quality and high level of customer entitlement, which also support their findings. Originality/value First, this study expands the research on loyalty programs by providing an examination of their positive and negative consequences. Second, by proposing the configuration paths that lead to high level of relationship quality and high level of customer entitlement using fsQCA, this research enriches research on the net effects of loyalty programs, providing researchers and practitioners with a more comprehensive understanding of loyalty programs. Third, this research extends the concept of customer entitlement to the context of buyer–seller relationships by introducing perceived status as an important antecedent of customer entitlement and by identifying four sufficient configurations.

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“…Moreover, narcissists are more motivated by the pursuit of extrinsic goals, such as material wealth, fame, or image, rather than intrinsic goals, such as health, relationships, or personal growth (Abeyta, Routledge, & Sedikides, 2017;Hart et al, 2011). Other research has highlighted the detrimental effects of consumer entitlement, a concept related to narcissism (Boyd & Helms, 2005;Butori, 2010), on customer satisfaction (Martin, Jin, & Trang, 2016;Zboja, Laird, & Bouchet, 2016). The current article focuses on narcissism as a state, asking how consumer choices influence it.…”

mentioning

confidence: 99%