Psychological Entitlement:An empirical study about Entitlement in service environments and the influence of self-perceived attractiveness

Masters Thesis from the year 2019 in the subject Psychology - Personality Psychology, grade: 70%, University of Sussex, language: English, abstract: 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.