File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Article: Using Customer Service to Build Clients’ Trust

TitleUsing Customer Service to Build Clients’ Trust
Authors
KeywordsCHEAP TALK
COMPETITION
Issue Date2020
PublisherWiley-Blackwell Publishing Ltd. The Journal's web site is located at http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1467-6451
Citation
The Journal of Industrial Economics, 2020, v. 68 n. 1, p. 136-155 How to Cite?
AbstractIt is well known in the credence‐good literature that in an expert‐client relationship, under the Liability assumptions, clients have to reject the expert’s serious‐treatment recommendations with a positive probability to ensure that the expert honestly recommends treatments. Inefficiency arises because some socially efficient treatments are not provided. We show that the expert can enhance clients’ trust, or acceptance rate of the serious treatment, by providing intrinsically socially inefficient customer service upon recommending the serious treatment. Enhanced clients’ trust leads to higher efficiency and higher profit for the expert. However, trust cannot be enhanced by providing customer service with different timing.
Persistent Identifierhttp://hdl.handle.net/10722/282475
ISSN
2019 Impact Factor: 0.764
2015 SCImago Journal Rankings: 1.452
ISI Accession Number ID

 

DC FieldValueLanguage
dc.contributor.authorFong, Y-F-
dc.contributor.authorHu, X-
dc.contributor.authorLiu, T-
dc.contributor.authorMeng, X-
dc.date.accessioned2020-05-15T05:28:36Z-
dc.date.available2020-05-15T05:28:36Z-
dc.date.issued2020-
dc.identifier.citationThe Journal of Industrial Economics, 2020, v. 68 n. 1, p. 136-155-
dc.identifier.issn0022-1821-
dc.identifier.urihttp://hdl.handle.net/10722/282475-
dc.description.abstractIt is well known in the credence‐good literature that in an expert‐client relationship, under the Liability assumptions, clients have to reject the expert’s serious‐treatment recommendations with a positive probability to ensure that the expert honestly recommends treatments. Inefficiency arises because some socially efficient treatments are not provided. We show that the expert can enhance clients’ trust, or acceptance rate of the serious treatment, by providing intrinsically socially inefficient customer service upon recommending the serious treatment. Enhanced clients’ trust leads to higher efficiency and higher profit for the expert. However, trust cannot be enhanced by providing customer service with different timing.-
dc.languageeng-
dc.publisherWiley-Blackwell Publishing Ltd. The Journal's web site is located at http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1467-6451-
dc.relation.ispartofThe Journal of Industrial Economics-
dc.subjectCHEAP TALK-
dc.subjectCOMPETITION-
dc.titleUsing Customer Service to Build Clients’ Trust-
dc.typeArticle-
dc.identifier.emailFong, Y-F: yukfaims@hku.hk-
dc.identifier.authorityFong, Y-F=rp02535-
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1111/joie.12219-
dc.identifier.scopuseid_2-s2.0-85090999740-
dc.identifier.hkuros309866-
dc.identifier.hkuros314222-
dc.identifier.volume68-
dc.identifier.issue1-
dc.identifier.spage136-
dc.identifier.epage155-
dc.identifier.isiWOS:000529303400005-
dc.publisher.placeUnited Kingdom-
dc.identifier.issnl0022-1821-

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats