The Effects of Solicitation Mode and Monetary Incentives on Feedback Quality



We test the effectiveness of solicitation mode (offline vs. online) and monetary incentives (yes vs. no) on feedback quality left by the customers of a food counter service provider. We find that the online solicitation and provision of monetary incentives increases effort put into writing, leading to higher psychological elaboration of the attitude and thus, higher feedback quality. Incentivized and online solicited feedback is longer, more diagnostic in nature, and offers actionable suggestions for improving service quality.

This seminar will take place in T09-67. To join online, find the details below: