So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments
Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT wit...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Butori, Raphaëlle [verfasserIn] |
|---|
| Format: |
E-Artikel |
|---|---|
| Sprache: |
Englisch |
| Erschienen: |
2013transfer abstract |
|---|
| Umfang: |
10 |
|---|
| Übergeordnetes Werk: |
Enthalten in: Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 - Gadouin, V. ELSEVIER, 2019, IJRM : official journal of the European Marketing Academy, Amsterdam |
|---|---|
| Übergeordnetes Werk: |
volume:30 ; year:2013 ; number:4 ; pages:358-367 ; extent:10 |
| Links: |
|---|
| DOI / URN: |
10.1016/j.ijresmar.2013.03.004 |
|---|
| Katalog-ID: |
ELV038615126 |
|---|
| LEADER | 01000caa a22002652 4500 | ||
|---|---|---|---|
| 001 | ELV038615126 | ||
| 003 | DE-627 | ||
| 005 | 20230625222739.0 | ||
| 007 | cr uuu---uuuuu | ||
| 008 | 180603s2013 xx |||||o 00| ||eng c | ||
| 024 | 7 | |a 10.1016/j.ijresmar.2013.03.004 |2 doi | |
| 028 | 5 | 2 | |a GBVA2013004000030.pica |
| 035 | |a (DE-627)ELV038615126 | ||
| 035 | |a (ELSEVIER)S0167-8116(13)00050-5 | ||
| 040 | |a DE-627 |b ger |c DE-627 |e rakwb | ||
| 041 | |a eng | ||
| 082 | 0 | |a 330 | |
| 082 | 0 | 4 | |a 330 |q DE-600 |
| 082 | 0 | 4 | |a 610 |q VZ |
| 084 | |a 44.75 |2 bkl | ||
| 100 | 1 | |a Butori, Raphaëlle |e verfasserin |4 aut | |
| 245 | 1 | 0 | |a So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| 264 | 1 | |c 2013transfer abstract | |
| 300 | |a 10 | ||
| 336 | |a nicht spezifiziert |b zzz |2 rdacontent | ||
| 337 | |a nicht spezifiziert |b z |2 rdamedia | ||
| 338 | |a nicht spezifiziert |b zu |2 rdacarrier | ||
| 520 | |a Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. | ||
| 520 | |a Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. | ||
| 700 | 1 | |a De Bruyn, Arnaud |4 oth | |
| 773 | 0 | 8 | |i Enthalten in |n Elsevier |a Gadouin, V. ELSEVIER |t Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |d 2019 |d IJRM : official journal of the European Marketing Academy |g Amsterdam |w (DE-627)ELV002212269 |
| 773 | 1 | 8 | |g volume:30 |g year:2013 |g number:4 |g pages:358-367 |g extent:10 |
| 856 | 4 | 0 | |u https://doi.org/10.1016/j.ijresmar.2013.03.004 |3 Volltext |
| 912 | |a GBV_USEFLAG_U | ||
| 912 | |a GBV_ELV | ||
| 912 | |a SYSFLAG_U | ||
| 936 | b | k | |a 44.75 |j Infektionskrankheiten |j parasitäre Krankheiten |x Medizin |q VZ |
| 951 | |a AR | ||
| 952 | |d 30 |j 2013 |e 4 |h 358-367 |g 10 | ||
| 953 | |2 045F |a 330 | ||
| author_variant |
r b rb |
|---|---|
| matchkey_str |
butoriraphalledebruynarnaud:2013----:oowntdlgtorutmrteeisfgoigeeoeeticsoeeautosfic |
| hierarchy_sort_str |
2013transfer abstract |
| bklnumber |
44.75 |
| publishDate |
2013 |
| allfields |
10.1016/j.ijresmar.2013.03.004 doi GBVA2013004000030.pica (DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 DE-627 ger DE-627 rakwb eng 330 330 DE-600 610 VZ 44.75 bkl Butori, Raphaëlle verfasserin aut So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments 2013transfer abstract 10 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. De Bruyn, Arnaud oth Enthalten in Elsevier Gadouin, V. ELSEVIER Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 2019 IJRM : official journal of the European Marketing Academy Amsterdam (DE-627)ELV002212269 volume:30 year:2013 number:4 pages:358-367 extent:10 https://doi.org/10.1016/j.ijresmar.2013.03.004 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U 44.75 Infektionskrankheiten parasitäre Krankheiten Medizin VZ AR 30 2013 4 358-367 10 045F 330 |
| spelling |
10.1016/j.ijresmar.2013.03.004 doi GBVA2013004000030.pica (DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 DE-627 ger DE-627 rakwb eng 330 330 DE-600 610 VZ 44.75 bkl Butori, Raphaëlle verfasserin aut So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments 2013transfer abstract 10 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. De Bruyn, Arnaud oth Enthalten in Elsevier Gadouin, V. ELSEVIER Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 2019 IJRM : official journal of the European Marketing Academy Amsterdam (DE-627)ELV002212269 volume:30 year:2013 number:4 pages:358-367 extent:10 https://doi.org/10.1016/j.ijresmar.2013.03.004 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U 44.75 Infektionskrankheiten parasitäre Krankheiten Medizin VZ AR 30 2013 4 358-367 10 045F 330 |
| allfields_unstemmed |
10.1016/j.ijresmar.2013.03.004 doi GBVA2013004000030.pica (DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 DE-627 ger DE-627 rakwb eng 330 330 DE-600 610 VZ 44.75 bkl Butori, Raphaëlle verfasserin aut So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments 2013transfer abstract 10 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. De Bruyn, Arnaud oth Enthalten in Elsevier Gadouin, V. ELSEVIER Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 2019 IJRM : official journal of the European Marketing Academy Amsterdam (DE-627)ELV002212269 volume:30 year:2013 number:4 pages:358-367 extent:10 https://doi.org/10.1016/j.ijresmar.2013.03.004 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U 44.75 Infektionskrankheiten parasitäre Krankheiten Medizin VZ AR 30 2013 4 358-367 10 045F 330 |
| allfieldsGer |
10.1016/j.ijresmar.2013.03.004 doi GBVA2013004000030.pica (DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 DE-627 ger DE-627 rakwb eng 330 330 DE-600 610 VZ 44.75 bkl Butori, Raphaëlle verfasserin aut So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments 2013transfer abstract 10 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. De Bruyn, Arnaud oth Enthalten in Elsevier Gadouin, V. ELSEVIER Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 2019 IJRM : official journal of the European Marketing Academy Amsterdam (DE-627)ELV002212269 volume:30 year:2013 number:4 pages:358-367 extent:10 https://doi.org/10.1016/j.ijresmar.2013.03.004 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U 44.75 Infektionskrankheiten parasitäre Krankheiten Medizin VZ AR 30 2013 4 358-367 10 045F 330 |
| allfieldsSound |
10.1016/j.ijresmar.2013.03.004 doi GBVA2013004000030.pica (DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 DE-627 ger DE-627 rakwb eng 330 330 DE-600 610 VZ 44.75 bkl Butori, Raphaëlle verfasserin aut So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments 2013transfer abstract 10 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. De Bruyn, Arnaud oth Enthalten in Elsevier Gadouin, V. ELSEVIER Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 2019 IJRM : official journal of the European Marketing Academy Amsterdam (DE-627)ELV002212269 volume:30 year:2013 number:4 pages:358-367 extent:10 https://doi.org/10.1016/j.ijresmar.2013.03.004 Volltext GBV_USEFLAG_U GBV_ELV SYSFLAG_U 44.75 Infektionskrankheiten parasitäre Krankheiten Medizin VZ AR 30 2013 4 358-367 10 045F 330 |
| language |
English |
| source |
Enthalten in Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 Amsterdam volume:30 year:2013 number:4 pages:358-367 extent:10 |
| sourceStr |
Enthalten in Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 Amsterdam volume:30 year:2013 number:4 pages:358-367 extent:10 |
| format_phy_str_mv |
Article |
| bklname |
Infektionskrankheiten parasitäre Krankheiten |
| institution |
findex.gbv.de |
| dewey-raw |
330 |
| isfreeaccess_bool |
false |
| container_title |
Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |
| authorswithroles_txt_mv |
Butori, Raphaëlle @@aut@@ De Bruyn, Arnaud @@oth@@ |
| publishDateDaySort_date |
2013-01-01T00:00:00Z |
| hierarchy_top_id |
ELV002212269 |
| dewey-sort |
3330 |
| id |
ELV038615126 |
| language_de |
englisch |
| fullrecord |
<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01000caa a22002652 4500</leader><controlfield tag="001">ELV038615126</controlfield><controlfield tag="003">DE-627</controlfield><controlfield tag="005">20230625222739.0</controlfield><controlfield tag="007">cr uuu---uuuuu</controlfield><controlfield tag="008">180603s2013 xx |||||o 00| ||eng c</controlfield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1016/j.ijresmar.2013.03.004</subfield><subfield code="2">doi</subfield></datafield><datafield tag="028" ind1="5" ind2="2"><subfield code="a">GBVA2013004000030.pica</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-627)ELV038615126</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ELSEVIER)S0167-8116(13)00050-5</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-627</subfield><subfield code="b">ger</subfield><subfield code="c">DE-627</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1=" " ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">330</subfield></datafield><datafield tag="082" ind1="0" ind2="4"><subfield code="a">330</subfield><subfield code="q">DE-600</subfield></datafield><datafield tag="082" ind1="0" ind2="4"><subfield code="a">610</subfield><subfield code="q">VZ</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">44.75</subfield><subfield code="2">bkl</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Butori, Raphaëlle</subfield><subfield code="e">verfasserin</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="c">2013transfer abstract</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">10</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zzz</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">z</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zu</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles.</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles.</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">De Bruyn, Arnaud</subfield><subfield code="4">oth</subfield></datafield><datafield tag="773" ind1="0" ind2="8"><subfield code="i">Enthalten in</subfield><subfield code="n">Elsevier</subfield><subfield code="a">Gadouin, V. ELSEVIER</subfield><subfield code="t">Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017</subfield><subfield code="d">2019</subfield><subfield code="d">IJRM : official journal of the European Marketing Academy</subfield><subfield code="g">Amsterdam</subfield><subfield code="w">(DE-627)ELV002212269</subfield></datafield><datafield tag="773" ind1="1" ind2="8"><subfield code="g">volume:30</subfield><subfield code="g">year:2013</subfield><subfield code="g">number:4</subfield><subfield code="g">pages:358-367</subfield><subfield code="g">extent:10</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://doi.org/10.1016/j.ijresmar.2013.03.004</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_USEFLAG_U</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ELV</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">SYSFLAG_U</subfield></datafield><datafield tag="936" ind1="b" ind2="k"><subfield code="a">44.75</subfield><subfield code="j">Infektionskrankheiten</subfield><subfield code="j">parasitäre Krankheiten</subfield><subfield code="x">Medizin</subfield><subfield code="q">VZ</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">30</subfield><subfield code="j">2013</subfield><subfield code="e">4</subfield><subfield code="h">358-367</subfield><subfield code="g">10</subfield></datafield><datafield tag="953" ind1=" " ind2=" "><subfield code="2">045F</subfield><subfield code="a">330</subfield></datafield></record></collection>
|
| author |
Butori, Raphaëlle |
| spellingShingle |
Butori, Raphaëlle ddc 330 ddc 610 bkl 44.75 So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| authorStr |
Butori, Raphaëlle |
| ppnlink_with_tag_str_mv |
@@773@@(DE-627)ELV002212269 |
| format |
electronic Article |
| dewey-ones |
330 - Economics 610 - Medicine & health |
| delete_txt_mv |
keep |
| author_role |
aut |
| collection |
elsevier |
| remote_str |
true |
| illustrated |
Not Illustrated |
| topic_title |
330 330 DE-600 610 VZ 44.75 bkl So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| topic |
ddc 330 ddc 610 bkl 44.75 |
| topic_unstemmed |
ddc 330 ddc 610 bkl 44.75 |
| topic_browse |
ddc 330 ddc 610 bkl 44.75 |
| format_facet |
Elektronische Aufsätze Aufsätze Elektronische Ressource |
| format_main_str_mv |
Text Zeitschrift/Artikel |
| carriertype_str_mv |
zu |
| author2_variant |
b a d ba bad |
| hierarchy_parent_title |
Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |
| hierarchy_parent_id |
ELV002212269 |
| dewey-tens |
330 - Economics 610 - Medicine & health |
| hierarchy_top_title |
Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |
| isfreeaccess_txt |
false |
| familylinks_str_mv |
(DE-627)ELV002212269 |
| title |
So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| ctrlnum |
(DE-627)ELV038615126 (ELSEVIER)S0167-8116(13)00050-5 |
| title_full |
So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| author_sort |
Butori, Raphaëlle |
| journal |
Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |
| journalStr |
Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017 |
| lang_code |
eng |
| isOA_bool |
false |
| dewey-hundreds |
300 - Social sciences 600 - Technology |
| recordtype |
marc |
| publishDateSort |
2013 |
| contenttype_str_mv |
zzz |
| container_start_page |
358 |
| author_browse |
Butori, Raphaëlle |
| container_volume |
30 |
| physical |
10 |
| class |
330 330 DE-600 610 VZ 44.75 bkl |
| format_se |
Elektronische Aufsätze |
| author-letter |
Butori, Raphaëlle |
| doi_str_mv |
10.1016/j.ijresmar.2013.03.004 |
| dewey-full |
330 610 |
| title_sort |
so you want to delight your customers: the perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| title_auth |
So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| abstract |
Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. |
| abstractGer |
Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. |
| abstract_unstemmed |
Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles. |
| collection_details |
GBV_USEFLAG_U GBV_ELV SYSFLAG_U |
| container_issue |
4 |
| title_short |
So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments |
| url |
https://doi.org/10.1016/j.ijresmar.2013.03.004 |
| remote_bool |
true |
| author2 |
De Bruyn, Arnaud |
| author2Str |
De Bruyn, Arnaud |
| ppnlink |
ELV002212269 |
| mediatype_str_mv |
z |
| isOA_txt |
false |
| hochschulschrift_bool |
false |
| author2_role |
oth |
| doi_str |
10.1016/j.ijresmar.2013.03.004 |
| up_date |
2024-07-06T18:42:01.371Z |
| _version_ |
1803856192598966272 |
| fullrecord_marcxml |
<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01000caa a22002652 4500</leader><controlfield tag="001">ELV038615126</controlfield><controlfield tag="003">DE-627</controlfield><controlfield tag="005">20230625222739.0</controlfield><controlfield tag="007">cr uuu---uuuuu</controlfield><controlfield tag="008">180603s2013 xx |||||o 00| ||eng c</controlfield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1016/j.ijresmar.2013.03.004</subfield><subfield code="2">doi</subfield></datafield><datafield tag="028" ind1="5" ind2="2"><subfield code="a">GBVA2013004000030.pica</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-627)ELV038615126</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ELSEVIER)S0167-8116(13)00050-5</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-627</subfield><subfield code="b">ger</subfield><subfield code="c">DE-627</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1=" " ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">330</subfield></datafield><datafield tag="082" ind1="0" ind2="4"><subfield code="a">330</subfield><subfield code="q">DE-600</subfield></datafield><datafield tag="082" ind1="0" ind2="4"><subfield code="a">610</subfield><subfield code="q">VZ</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">44.75</subfield><subfield code="2">bkl</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Butori, Raphaëlle</subfield><subfield code="e">verfasserin</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">So you want to delight your customers: The perils of ignoring heterogeneity in customer evaluations of discretionary preferential treatments</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="c">2013transfer abstract</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">10</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zzz</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">z</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zu</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles.</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Many firms assume that customers like to feel special and to receive discretionary preferential treatments (DPT). This research argues that the reality is more complicated: the same preferential treatment may delight one customer but enrage or embarrass another. To help companies align their DPT with their customers' preferences, this article identifies four dimensions along which consumers positively or negatively evaluate DPT: justification, imposition, visibility, and surprise. This article then introduces customer heterogeneity in the form of two individual traits that moderate DPT evaluations. Through two studies, the article shows that distinction seekers prefer visible rewards that impose on other customers, but negotiators prefer unjustified, non-surprising privileges. Finally, by tying consumer preferences to two readily available variables (age and gender), this article concludes with a set of practical guidelines for the companies that hope to align their DPT strategy with customer profiles.</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">De Bruyn, Arnaud</subfield><subfield code="4">oth</subfield></datafield><datafield tag="773" ind1="0" ind2="8"><subfield code="i">Enthalten in</subfield><subfield code="n">Elsevier</subfield><subfield code="a">Gadouin, V. ELSEVIER</subfield><subfield code="t">Prise en charge de la Fièvre Q–restons simples ! Retours sur une épidémie humaine survenue en 2017</subfield><subfield code="d">2019</subfield><subfield code="d">IJRM : official journal of the European Marketing Academy</subfield><subfield code="g">Amsterdam</subfield><subfield code="w">(DE-627)ELV002212269</subfield></datafield><datafield tag="773" ind1="1" ind2="8"><subfield code="g">volume:30</subfield><subfield code="g">year:2013</subfield><subfield code="g">number:4</subfield><subfield code="g">pages:358-367</subfield><subfield code="g">extent:10</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://doi.org/10.1016/j.ijresmar.2013.03.004</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_USEFLAG_U</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_ELV</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">SYSFLAG_U</subfield></datafield><datafield tag="936" ind1="b" ind2="k"><subfield code="a">44.75</subfield><subfield code="j">Infektionskrankheiten</subfield><subfield code="j">parasitäre Krankheiten</subfield><subfield code="x">Medizin</subfield><subfield code="q">VZ</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">30</subfield><subfield code="j">2013</subfield><subfield code="e">4</subfield><subfield code="h">358-367</subfield><subfield code="g">10</subfield></datafield><datafield tag="953" ind1=" " ind2=" "><subfield code="2">045F</subfield><subfield code="a">330</subfield></datafield></record></collection>
|
| score |
7.4012938 |