Abstract
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.
| Original language | English |
|---|---|
| Title of host publication | Serviceology for Services - 5th International Conference, ICServ 2017, Proceedings |
| Editors | Yoshinori Hara, Dimitris Karagiannis |
| Publisher | Springer Verlag |
| Pages | 64-74 |
| Number of pages | 11 |
| ISBN (Print) | 9783319612393 |
| DOIs | |
| Publication status | Published - Jan 1 2017 |
| Event | 5th International Conference on Serviceology for Services, ICServ 2017 - Vienna, Austria Duration: Jul 12 2017 → Jul 14 2017 |
Publication series
| Name | Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) |
|---|---|
| Volume | 10371 LNCS |
| ISSN (Print) | 0302-9743 |
| ISSN (Electronic) | 1611-3349 |
Conference
| Conference | 5th International Conference on Serviceology for Services, ICServ 2017 |
|---|---|
| Country | Austria |
| City | Vienna |
| Period | 7/12/17 → 7/14/17 |
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All Science Journal Classification (ASJC) codes
- Theoretical Computer Science
- Computer Science(all)
Cite this
An economic lab experiment for the best offer and approval in face-to-face service interaction situation. / Akai, Kenju; Aoki, Keiko; Onoshiro, Kenta.
Serviceology for Services - 5th International Conference, ICServ 2017, Proceedings. ed. / Yoshinori Hara; Dimitris Karagiannis. Springer Verlag, 2017. p. 64-74 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 10371 LNCS).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
}
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 - 2017/1/1
Y1 - 2017/1/1
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.
UR - http://www.scopus.com/inward/record.url?scp=85025143317&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85025143317&partnerID=8YFLogxK
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
ER -