Knowledge@SMU

Authors

Knowledge@SMU

Publication Type

Journal Article

Publication Date

8-2009

Abstract

Nepotism, favouritism and discrimination: issues that exist not only in business and politics, but also, in shopping malls! Research has shown that customers will likely receive benefits and superior service when they demonstrate a common “bond” with the people who serve them. Perks include free products, upgrades, queue-jumps and other value-adds, such as staff recommendations and extra attentive service. While such “allowances” create wonderful retail experiences for customers who receive it, is it fair for those who don’t?

Disciplines

Business

Copyright Owner and Holder

Copyright © Singapore Management University 2012

Article ID

1229

Subject(s)

Operations Management

Included in

Business Commons

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