scholarly journals The Effects of Tip Recommendations on Customer Tipping, Satisfaction, Repatronage, and Spending

2020 ◽  
Author(s):  
Damon Alexander ◽  
Christopher Boone ◽  
Michael Lynn
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Economics ◽  
Field Experiment ◽  
Delivery Service ◽  
Tipping Behavior

A field experiment involving 94,571 orders from 24,637 customers of an app-based laundry pick-up, cleaning, and delivery service examined the effects of various randomly assigned tip recommendations on consumers’ tip amounts, satisfaction ratings, frequency of return, and bill size. We find that tip recommendations affect tip amounts, but not customer satisfaction, patronage frequency, or bill size, which implies that neither the processes underlying the tip-recommendation effects on tipping nor consumer tipping itself affect these other consumer outcomes. From a practical perspective, these results and conclusions inform efforts to increase or decrease tipping. Recommending larger tip amounts, at least within the $2–$10 or 5%–25% ranges studied here, appears to be a safe means of increasing the amounts customers leave. More generally, altering customers’ tipping behavior will not itself adversely affect those customers’ subsequent satisfaction, repatronage, or spending, as long as the means used to alter tipping do not directly affect these other outcomes. This paper was accepted by John List, behavioral economics.

Getting the Rich and Powerful to Give

2019 ◽  
Vol 65 (9) ◽  
pp. 4049-4062 ◽  
Author(s):  
Judd B. Kessler ◽  
Katherine L. Milkman ◽  
C. Yiwei Zhang
Keyword(s):  
Behavioral Economics ◽  
Field Experiment ◽  
Sense Of Agency ◽  
Large Field ◽  
Psychology Research ◽  
Intensive Margin ◽  
Ivy League ◽  
Tailored Interventions ◽  
The Rich

What motivates the rich and powerful to exhibit generosity? We explore this important question in a large field experiment. We solicit donations from 32,174 alumni of an Ivy League university, including thousands of rich and powerful alumni. Consistent with past psychology research, we find that the rich and powerful respond dramatically, and differently than others, to being given a sense of agency over the use of donated funds. Gifts from rich and powerful alumni increase by 100%–350% when they are given a sense of agency. This response arises primarily on the intensive margin with no effect on the likelihood of donating. Results suggest that motivating the rich and powerful to act may require tailored interventions. This paper was accepted by Uri Gneezy, behavioral economics.

scholarly journals Factors Affecting Customer Satisfaction & Loyalty in Online Food Delivery Service during COVID-19 Pandemic: Its Relation with Open Innovation

2021 ◽  
Author(s):  
Yogi Tri Prasetyo ◽  
Hans Tanto ◽  
Martinus Mariyanto ◽  
Christopher Hanjaya ◽  
Michael Nayat Young ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Food Delivery ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
New Normal ◽  
Delivery Service ◽  
Factors Influencing ◽  
Customer Satisfaction And Loyalty

Online food delivery service (OFDS) has been widely utilized during the new normal of COVID-19 pandemic especially in a developing country such as Indonesia. The purpose of this study was to determine factors influencing customer satisfaction & loyalty in OFDS during the new normal of COVID-19 pandemic in Indonesia by utilizing an extended Theory of Planned Behavior (TPB) approach. 253 respondents voluntarily participated and answered 65 questions. Structural equation modeling (SEM) indicated that Hedonic Motivation (HM) was found to have the highest effect on customer satisfaction, followed by Price (P), Information Quality (IQ), and Promotion (PRO). Interestingly, this study found out that usability factors such as Navigational Design (ND) and Perceived Ease of Use (PEOU) were not significant to customer satisfaction and loyalty in OFDS during the new normal of COVID-19. This study can be the theoretical foundation that could be very beneficial for OFDS investors, IT engineers, and even academicians. Finally, this study can be applied and extended to determine factors influencing customer satisfaction and loyalty in OFDS during the new normal of COVID-19 in other countries.

scholarly journals You’ve Got Mail: A Randomized Field Experiment on Tax Evasion

2020 ◽  
Vol 66 (7) ◽  
pp. 2801-2819 ◽  
Author(s):  
Kristina M. Bott ◽  
Alexander W. Cappelen ◽  
Erik Ø. Sørensen ◽  
Bertil Tungodden
Keyword(s):  
Behavioral Economics ◽  
Field Experiment ◽  
Tax Evasion ◽  
Detection Probability ◽  
Large Scale ◽  
Tax Compliance ◽  
Extensive Margin ◽  
Long Term Effects ◽  
Randomized Field Experiment

We report from a large-scale randomized field experiment conducted on a unique sample of more than 15,000 taxpayers in Norway who were likely to have misreported their foreign income. By randomly manipulating a letter from the tax authorities, we cleanly identify that moral suasion and the perceived detection probability play a crucial role in shaping taxpayer behavior. The moral letter mainly works on the intensive margin, while the detection letter has a strong effect on the extensive margin. We further show that only the detection letter has long-term effects on tax compliance. This paper was accepted by Yan Chen, behavioral economics.

How much is intellectual capital worth for the organization?

2012 ◽  
Vol 62 (1) ◽  
pp. 65-91
Author(s):  
János Kövesi ◽  
Zsuzsanna Tóth ◽  
Tamás Jónás
Keyword(s):  
Customer Satisfaction ◽  
Field Experiment ◽  
Utility Function ◽  
Performance Management ◽  
Intellectual Capital ◽  
Service Provider ◽  
Measurement Methods ◽  
Performance Management System ◽  
Brand Name ◽  
Financial Valuation

The purpose of the paper is to contribute to the use of evaluator and utility functions in order to increase the reliability of scorecard based intellectual capital (IC) measurement methods and to express and aggregate the utility of IC components to an organization. The conducted field experiment integrates the results of interviews with 23 brand name customers by examining the customer satisfaction measuring practice of service provider companies. Our main finding is that adequately calibrated evaluator functions assign perceived customer satisfaction to its scorecard based measured values and reduce the distortions of scorecard based measurements. The originality of the research lies in expressing and aggregating the utilities of IC components to the organization by interpreting the evaluator function as a kind of utility function. This application allows the joint use of financial valuation and scorecard based measurement in the same performance management system.

scholarly journals SISTEM LAYANAN ANTAR PADA RESTORAN BERBASIS ANDROID

Compiler ◽  
2013 ◽  
Vol 2 (2) ◽  
Author(s):  
Endyatna Puthut Bagus Pratama ◽  
Sumarsono Sumarsono ◽  
Elizabeth Nurmiyati Tamatjita
Keyword(s):  
Operating System ◽  
Customer Satisfaction ◽  
Service System ◽  
Order System ◽  
Time Service ◽  
Delivery Service ◽  
Android Operating System ◽  
Customer Manager

The business restaurant is growing. In this fast business is need application mobile for customer satisfaction. This system his many applications. They are customer, manager, web kitchen and deliveryapplication. This application is using android Operating System. Using that application by maps for knowing the places o f customer. The results are 100% fo r delivery service, 93% to level o f effective and efficient, 97% to time service system and 97% o f delivery order system.

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