TY - GEN
T1 - An economic lab experiment for the best offer and approval in face-to-face service interaction situation
AU - Akai, Kenju
AU - Aoki, Keiko
AU - Onoshiro, Kenta
PY - 2017
Y1 - 2017
N2 - This article investigates what types of social distance affect the best offer from an employee and its approval from a customer in general service situation. We conduct the deception game (Gneezy, 2005) and investigate the effects of the social distance (face-to-face vs. anonymous interaction) in a laboratory experimental economics method. We observed increases in the rate at which employees made best offers and the rates at which customers accepted offers when face-to-face interactions were conducted. But a statistically significant difference was not observed. Also, the level of trust in others reported by the subject playing the role of the employee had a statistically significant positive effect in cases in which the employee made a best offer. It was also observed that, regardless of whether the interaction was conducted face to face or anonymously, if the subject playing the role of the customer exhibited a low level of tolerance for falsehood, he or she was less likely to accept offers.
AB - This article investigates what types of social distance affect the best offer from an employee and its approval from a customer in general service situation. We conduct the deception game (Gneezy, 2005) and investigate the effects of the social distance (face-to-face vs. anonymous interaction) in a laboratory experimental economics method. We observed increases in the rate at which employees made best offers and the rates at which customers accepted offers when face-to-face interactions were conducted. But a statistically significant difference was not observed. Also, the level of trust in others reported by the subject playing the role of the employee had a statistically significant positive effect in cases in which the employee made a best offer. It was also observed that, regardless of whether the interaction was conducted face to face or anonymously, if the subject playing the role of the customer exhibited a low level of tolerance for falsehood, he or she was less likely to accept offers.
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U2 - 10.1007/978-3-319-61240-9_7
DO - 10.1007/978-3-319-61240-9_7
M3 - Conference contribution
AN - SCOPUS:85025143317
SN - 9783319612393
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 64
EP - 74
BT - Serviceology for Services - 5th International Conference, ICServ 2017, Proceedings
A2 - Hara, Yoshinori
A2 - Karagiannis, Dimitris
PB - Springer Verlag
T2 - 5th International Conference on Serviceology for Services, ICServ 2017
Y2 - 12 July 2017 through 14 July 2017
ER -