The Inequity Penalty: Consumers Show Heightened Sensitivity to Inequitable Treatment in the Context of Apology

The rise of customer loyalty programs means people are often aware that companies privilege and differentially reward higher status customers. We demonstrate people are uniquely troubled by inequitable treatment when it is offered in compensation for service failure, because it violates prescriptive norms surrounding restorative justice.



Citation:

Emily Rosenzweig and Clayton Critcher (2017) ,"The Inequity Penalty: Consumers Show Heightened Sensitivity to Inequitable Treatment in the Context of Apology", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 217-221.

Authors

Emily Rosenzweig, Tulane University, USA
Clayton Critcher, University of California Berkeley, USA



Volume

NA - Advances in Consumer Research Volume 45 | 2017



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