The conventional wisdom, grounded in deontological ethics, is that retailers should extinguish unethical customer behavior. However, there exists an opposing teleological view that unethical behavior may be tolerated if its ultimate consequences are beneficial for all stakeholders. This is...

Using two field studies and a laboratory experiment, we test the proposition that participating in a firm-sponsored post-service experience survey can lead customers to make broader inferences than just increasing accessibility of survey responses, and influence their subsequent buying behavior...