Universität zu Köln

Guertler, Oliver, Walkowitz, Gari and Wiesen, Daniel (2019). Do good and talk about it! Disclosure and reward of discretionary kindness. J. Econ. Behav. Organ., 161. S. 323 - 343. AMSTERDAM: ELSEVIER SCIENCE BV. ISSN 1879-1751

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Abstract

Does it pay off for companies to disclose voluntary commitments to their customers? While voluntary commitments to enhance customers' benefits became prevalent in many markets, systematic evidence on how customers (if at all) reward companies, which disclose such discretionary kindness, is still lacking. We analyze the consequences of endogenous disclosure of discretionary kindness in a novel experiment (N = 636). We model the decision situation in a bilateral reciprocity game with asymmetric information on the vol-untariness of kindness. Experimental data show that endogenously disclosing discretionary kindness significantly triggers rewards from customers and does not backfire. Findings are robust towards variations in costs of information and the level of customers' benefits. Survey evidence from a vignette study support our behavioral findings. (C) 2019 Published by Elsevier B.V.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Guertler, Oliver UNSPECIFIED UNSPECIFIED UNSPECIFIED Walkowitz, Gari UNSPECIFIED UNSPECIFIED UNSPECIFIED Wiesen, Daniel UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-149289
DOI:	10.1016/j.jebo.2019.03.023
Journal or Publication Title:	J. Econ. Behav. Organ.
Volume:	161
Page Range:	S. 323 - 343
Date:	2019
Publisher:	ELSEVIER SCIENCE BV
Place of Publication:	AMSTERDAM
ISSN:	1879-1751
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language GIFT EXCHANGE; FAIRNESS; RECIPROCITY; CONTRACTS; DELIGHT; TRUST Multiple languages Economics Multiple languages
Refereed:	Yes
URI:	http://kups.ub.uni-koeln.de/id/eprint/14928