Portal de Periódicos da CAPES

Thank you but no thank you: the impact of negative moral emotions on customer responses to preferential treatment

2021; Emerald Publishing Limited; Volume: 55; Issue: 12 Linguagem: Inglês

10.1108/ejm-06-2019-0448

1758-7123

Vivian Pontes, Nicolas Pontes, Dominique A. Greer, Amanda Beatson,

Customer Service Quality and Loyalty

Purpose Although preferential treatment has been considered a positive relationship marketing tactic, this research aims to examine how perceived harm to others as a result of preferential treatment invokes consumers’ negative moral emotions and negative attitudes towards the service provider. Design/methodology/approach Four studies are presented in this research. A pilot study first provides empirical evidence that customers who receive preferential treatment are aware of potential harm caused to other customers. Three experimental studies then test the hypothesis that shame and embarrassment mediate the effect of perceived harm to others on consumers’ responses to earned and unearned preferential treatment, respectively. Findings The present studies demonstrate that consumers naturally scan the environment and seek out information about others when judging their own experience; consequently, when preferential treatment is perceived to cause harm to others, it can trigger negative moral emotions. In particular, the authors show that shame mediates the effect of perceived harm to others when preferential treatment is earned, whereas embarrassment mediates this effect when preferential treatment is unearned. Research limitations/implications The results of this research contribute to the literature on earned and unearned preferential treatment and negative moral emotions. To the best of the authors’ knowledge, this is the first research to show that negative moral emotions may arise because of perceptions of harm to other customers, particularly in the context of earned preferential treatment. The authors demonstrate that ordinary shopping contexts have the potential to elicit these negative emotions, raising concerns about ethical and moral practices in service environments. Practical implications When designing relationship marketing programs incorporating preferential treatment, firms need to consider both the ethics of justice and the ethics of care. Guidelines considering ethics of care should be developed for employees to ensure appropriate training to deliver preferential treatment effectively and avoiding situations causing potential harm to others. Strategies could include encouraging employees to better scan the servicescape to identify if other customers’ needs should be attended first, and providing clearer justifications when administering preferential treatment. The provision of choices such as delayed redemption and passing on benefits to others can help minimise harm and potentially enhance customer service experience. Originality/value The studies presented here are the first to examine the role of perceived harm to others as an antecedent of consumers’ negative responses to preferential treatment. In particular, to the best of the authors’ knowledge, this is the first study to show that negative moral emotions may arise in the context of earned preferential treatment, calling into question some basic principles of relationship marketing.