Some people think they are entitled to more than others. This behaviour can be classified and is called Psychological Entitlement. This study examines Entitlement in a service context using an online survey with 248 participants. As the first of its kind, this study is able to confirm a connection between self-awareness of physical attractiveness and entitled behaviour. In addition, it is shown that individuals who show Entitlement also have higher expectations of the emphatic behaviour of service personel. Thus, it can be confirmed that psychological entitlement is not just a theoretical construct, but a concept that influences everyday life in a relevant manner. A relationship between attractiveness and expectations could only be established by the Mediator Entitlement. This means that individuals who consider themselves to be particularly attractive do not automatically have high expectations of services. This only becomes relevant through a certain degree of entitlement.
Table of Contents
List of Figures and Tables
Abstract
1 Introduction
2 Literature Review
2.1 Entitlement
2.1.1 Definitions of Entitlement
2.1.2 Entitlement and Narcissism
2.1.3 Forms of Entitlement and its effects
2.2 Physical Attractiveness
2.2.1 General Definition of physical attractiveness
2.2.2 Self-perception of physical attractiveness
2.3 Consumer Expectations in Service Environments
3 Methodology
3.1 Design
3.2 Ethical Considerations
3.3 Participants
3.4 Instruments
3.4.1 Entitlement
3.4.2 Physical Attractiveness
3.4.3 Service Expectations
3.4.4 Demographic Questions
3.5 Procedure
4 Results
5 Discussion
5.1 Marketing Implication
5.2 Limitations
5.3 Future Research
6 Conclusion
7 Bibliography
8 Appendices
Appendix A: Qualtrics Questionnaire
Appendix B: Descriptive Statistics
Appendix C: Test results H1
Appendix D: Factor Analysis
Appendix E: Test results H2
Appendix F: Test results H3
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