File Download
Links for fulltext
(May Require Subscription)
- Publisher Website: 10.1111/joie.12219
- Scopus: eid_2-s2.0-85090999740
- WOS: WOS:000529303400005
- Find via
Supplementary
- Citations:
- Appears in Collections:
Article: Using Customer Service to Build Clients’ Trust
Title | Using Customer Service to Build Clients’ Trust |
---|---|
Authors | |
Keywords | CHEAP TALK COMPETITION |
Issue Date | 2020 |
Publisher | Wiley-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? |
Abstract | It 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 Identifier | http://hdl.handle.net/10722/282475 |
ISSN | 2023 Impact Factor: 1.7 2023 SCImago Journal Rankings: 0.792 |
ISI Accession Number ID |
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Fong, YF | - |
dc.contributor.author | Hu, X | - |
dc.contributor.author | Liu, T | - |
dc.contributor.author | Meng, X | - |
dc.date.accessioned | 2020-05-15T05:28:36Z | - |
dc.date.available | 2020-05-15T05:28:36Z | - |
dc.date.issued | 2020 | - |
dc.identifier.citation | The Journal of Industrial Economics, 2020, v. 68 n. 1, p. 136-155 | - |
dc.identifier.issn | 0022-1821 | - |
dc.identifier.uri | http://hdl.handle.net/10722/282475 | - |
dc.description.abstract | It 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.language | eng | - |
dc.publisher | Wiley-Blackwell Publishing Ltd. The Journal's web site is located at http://onlinelibrary.wiley.com/journal/10.1111/(ISSN)1467-6451 | - |
dc.relation.ispartof | The Journal of Industrial Economics | - |
dc.rights | This is the peer reviewed version of the following article: The Journal of Industrial Economics, 2020, v. 68 n. 1, p. 136-155, which has been published in final form at https://doi.org/10.1111/joie.12219. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. | - |
dc.subject | CHEAP TALK | - |
dc.subject | COMPETITION | - |
dc.title | Using Customer Service to Build Clients’ Trust | - |
dc.type | Article | - |
dc.identifier.email | Fong, YF: yukfaims@hku.hk | - |
dc.identifier.authority | Fong, YF=rp02535 | - |
dc.description.nature | postprint | - |
dc.identifier.doi | 10.1111/joie.12219 | - |
dc.identifier.scopus | eid_2-s2.0-85090999740 | - |
dc.identifier.hkuros | 309866 | - |
dc.identifier.volume | 68 | - |
dc.identifier.issue | 1 | - |
dc.identifier.spage | 136 | - |
dc.identifier.epage | 155 | - |
dc.identifier.isi | WOS:000529303400005 | - |
dc.publisher.place | United Kingdom | - |
dc.identifier.issnl | 0022-1821 | - |