Corporate Cuckery to Counterfeit Customers
August 9, 2018
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1:00:30Now PlayingCorporate Cuckery to Counterfeit Customers
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as posted by the channelAlliteration. Recently, we talked about Papa John's removing their namesake and founder from the board of directors and their promotional material because he said a naughty word, but that incident is far from isolated. There have been seemingly countless cases of companies bowing down and submitting to the demands of any customer who even whisper the word dreaded r-word allegation. Is it good for business long term to bend over backward for bad actors? It might seem obvious, but lets look at some information on company's that have done just that, as well as data on larceny, fraud, and shoplifting and the actual cost of capitulation.
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References:
Blanco, C., Grant, J., Petry, N. M., Simpson, H. B., Alegria, A., Liu, S. M., & Hasin, D. (2008). Prevalence and correlates of shoplifting in the United States: results from the National Epidemiologic Survey on Alcohol and Related Conditions (NESARC). American Journal of Psychiatry, 165(7), 905-913.
Dabney, D. A., Hollinger, R. C., & Dugan, L. (2004). Who actually steals? A study of covertly observed shoplifters. Justice Quarterly, 21(4), 693-728.
Dabney, D. A., Dugan, L., Topalli, V., & Hollinger, R. C. (2006). The impact of implicit stereotyping on offender profiling: Unexpected results from an observational study of shoplifting. Criminal Justice and Behavior, 33(5), 646-674.
Friedman, M. (1998). No one is always right, including the customer: Comments on" the customer is not always right". Journal of Business Ethics, 17(8), 883.
Iacobucci, D., Grayson, K., & Ostrom, A. (1994). Customer satisfaction fables. Sloan Management Review, 35(4), 93-96.
Kjelrulf, A. (2014, September 1). When the Customer Isnt Always Right. Security Dealer & Integrator.
Sierra, J. J., Heiser, R. S., Williams, J. D., & Taute, H. A. (2010). Consumer racial profiling in retail environments: A longitudinal analysis of the impact on brand image. Journal of Brand Management, 18(1), 79-96.
Sorell, T. (1994). The customer is not always right. Journal of Business Ethics, 13(11), 913-918.
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