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An Economic Lab Experiment for the Best Offer and Approval in Face-to-Face Service Interaction Situation

  • Kenju AkaiEmail author
  • Keiko Aoki
  • Kenta Onoshiro
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 10371)

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.

Keywords

Economic experiment Deception game Trust Service management 

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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  1. 1.Shimane UniversityIzumoJapan
  2. 2.Yokohama National UniversityYokohamaJapan
  3. 3.Osaka UniversityOsakaJapan

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