Joint effects of VIP granting methods and non-VIP constomers' perceived similarity toward VIP customers on non-VIP customers' benign envy
In the service industry, preferential treatment is a popular strategic approach for retaining valued customers (e.g., Barnes, 1997; Gronroos & Ojasalo, 2004; Zabin & Brebach, 2004; Lacey, Russell, Jaebeom, & Morgan, 2007; Mattila, Hanks, & Zhang, 2013). However, some researchers argu...
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| Format: | Others |
| Language: | English |
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HKBU Institutional Repository
2015
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| Online Access: | https://repository.hkbu.edu.hk/etd_oa/232 https://repository.hkbu.edu.hk/cgi/viewcontent.cgi?article=1231&context=etd_oa |