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The Performance Effect of Feedback Frequency and Detail: Evidence from a Field Experiment in Customer Satisfaction

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  • PABLO CASAS‐ARCE
  • SOFIA M. LOURENÇO
  • F. ASÍS MARTÍNEZ‐JEREZ

Abstract

This paper presents the results from a field experiment that examines the effects of nonfinancial performance feedback on the behavior of professionals working for an insurance repair company. We vary the frequency (weekly and monthly) and the level of detail of the feedback that the 800 professionals receive. Contrary to what we would expect if these professionals conformed to the model of the Bayesian decision maker, more (and more frequent) information does not always help improve performance. In fact, we find that professionals achieve the best outcomes when they receive detailed but infrequent (monthly) feedback. The treatment groups with frequent feedback, regardless of how detailed it is, perform no better than the control group (with monthly and aggregate information). The results are consistent with the information in the latest feedback report being most salient and professionals in the weekly treatments overweighting their most recent performance, hampering their ability to learn.

Suggested Citation

  • Pablo Casas‐Arce & Sofia M. Lourenço & F. Asís Martínez‐Jerez, 2017. "The Performance Effect of Feedback Frequency and Detail: Evidence from a Field Experiment in Customer Satisfaction," Journal of Accounting Research, Wiley Blackwell, vol. 55(5), pages 1051-1088, December.
    • Handle: RePEc:bla:joares:v:55:y:2017:i:5:p:1051-1088
    DOI: 10.1111/1475-679X.12184
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    References listed on IDEAS

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    Cited by:

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    2. Cardinaels, Eddy & Maas, Victor & Kramer, Stephan, 2024. "Navigating through the noise: The effect of color-coded performance feedback on decision making," Other publications TiSEM a7dcee4e-fb2d-4b62-bf44-c, Tilburg University, School of Economics and Management.
    3. Bernard Gumah & Liu Wenbin & Maxwell Akansina Aziabah, 2021. "Supervisors’ Leadership Styles’ Influence on Foreign Teachers’ Self-Efficacy in a Cross-Cultural Work Setting: A Moderated Mediation Analysis," SAGE Open, , vol. 11(1), pages 21582440219, March.
    4. Newman, Andrew H. & Tafkov, Ivo D. & Waddoups, Nathan J. & Xiong, Xiaomei Grazia, 2024. "The effect of reward frequency on performance under cash rewards and tangible rewards," Accounting, Organizations and Society, Elsevier, vol. 112(C).

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