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
N1 - Funding Information:
This work was supported by JSPS KAKENHI Grant-in-Aid for Young Scientists. We also wish to acknowledge the helpful comments of the participants in the 2014 Japan Servicelogy conference in Hakodate. Further, we thank Yoko Terada, Shizuru Yamagiwa, Katsuyuki Aoki for their assistance in conducting the experiment.
Publisher Copyright:
© Springer International Publishing AG 2017.
Copyright:
Copyright 2017 Elsevier B.V., All rights reserved.
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 -