IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v141y2022icp755-769.html
   My bibliography  Save this article

Consumer lying behavior in service encounters

Author

Listed:
  • Snyder, Hannah
  • Witell, Lars
  • Gustafsson, Anders
  • McColl-Kennedy, Janet R.

Abstract

Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer lying behavior and its role in service encounters. Based on two empirical studies of 2,976 consumer lies, the study sought to explore consumer lying behavior by developing and testing a comprehensive conceptual framework encompassing motives for lying, characteristics of the lie, and outcomes for consumers. Study 1 explores and details the components of the conceptual framework, and Study 2 further investigates and tests the relationships between the components of consumer lying behavior and the emotional, behavioral, and financial outcomes for consumers. The findings suggest new policies and how frontline employees might be trained and educated to address consumer lying behavior. The paper concludes by outlining an agenda for future research on lying behavior in service encounters.

Suggested Citation

  • Snyder, Hannah & Witell, Lars & Gustafsson, Anders & McColl-Kennedy, Janet R., 2022. "Consumer lying behavior in service encounters," Journal of Business Research, Elsevier, vol. 141(C), pages 755-769.
  • Handle: RePEc:eee:jbrese:v:141:y:2022:i:c:p:755-769
    DOI: 10.1016/j.jbusres.2021.11.075
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296321008882
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.jbusres.2021.11.075?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jennifer J. Argo & Katherine White & Darren W. Dahl, 2006. "Social Comparison Theory and Deception in the Interpersonal Exchange of Consumption Information," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 33(1), pages 99-108, June.
    2. Kapoor, Payal S. & M S, Balaji & Maity, Moutusy & Jain, Nikunj Kumar, 2021. "Why consumers exaggerate in online reviews? Moral disengagement and dark personality traits," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    3. Ringler, Christine, 2021. "Truth and lies: The impact of modality on customer feedback," Journal of Business Research, Elsevier, vol. 133(C), pages 376-387.
    4. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    5. Uri Gneezy, 2005. "Deception: The Role of Consequences," American Economic Review, American Economic Association, vol. 95(1), pages 384-394, March.
    6. Jennifer J. Argo & Baba Shiv, 2012. "Are White Lies as Innocuous as We Think?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(6), pages 1093-1102.
    7. Levine, Emma E. & Schweitzer, Maurice E., 2015. "Prosocial lies: When deception breeds trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 126(C), pages 88-106.
    8. Kolbe, Richard H & Burnett, Melissa S, 1991. "Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(2), pages 243-250, September.
    9. Elizabeth Cowley & Christina I Anthony & Darren W DahlEditor & Amna KirmaniEditor & Peter R DarkeAssociate Editor, 2019. "Deception Memory: When Will Consumers Remember Their Lies?," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 46(1), pages 180-199.
    10. Dan Ariely & Nina Mazar, 2006. "Dishonesty in everyday life and its policy implications," Working Papers 06-3, Federal Reserve Bank of Boston.
    11. John Hulland & Hans Baumgartner & Keith Marion Smith, 2018. "Marketing survey research best practices: evidence and recommendations from a review of JAMS articles," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 92-108, January.
    12. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
    13. Eduardo B. Andrade & Teck-Hua Ho, 2009. "Gaming Emotions in Social Interactions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 36(4), pages 539-552, December.
    14. Yany Grégoire & Fateme Ghadami & Sandra Laporte & Sylvain Sénécal & Denis Larocque, 2018. "How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses," Journal of the Academy of Marketing Science, Springer, vol. 46(6), pages 1052-1071, November.
    15. Christina I. Anthony & Elizabeth Cowley, 2012. "The Labor of Lies: How Lying for Material Rewards Polarizes Consumers' Outcome Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(3), pages 478-492.
    16. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
    17. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ringler, Christine, 2021. "Truth and lies: The impact of modality on customer feedback," Journal of Business Research, Elsevier, vol. 133(C), pages 376-387.
    2. Sung Youl Jun & Tae Wook Ju & Hye Kyung Park & Jacob C. Lee & Tae Min Kim, 2023. "Information distortion in word-of-mouth retransmission: the effects of retransmitter intention and source expertise," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 1848-1876, November.
    3. Guang-Xin Xie & Hua Chang & Tracy Rank-Christman, 2022. "Contesting Dishonesty: When and Why Perspective-Taking Decreases Ethical Tolerance of Marketplace Deception," Journal of Business Ethics, Springer, vol. 175(1), pages 117-133, January.
    4. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
    5. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
    6. Bucciol, Alessandro & Landini, Fabio & Piovesan, Marco, 2013. "Unethical behavior in the field: Demographic characteristics and beliefs of the cheater," Journal of Economic Behavior & Organization, Elsevier, vol. 93(C), pages 248-257.
    7. Ruffle, Bradley J. & Tobol, Yossef, 2014. "Honest on Mondays: Honesty and the temporal separation between decisions and payoffs," European Economic Review, Elsevier, vol. 65(C), pages 126-135.
    8. Azar, Ofer H. & Applebaum, Mark, 2020. "Do children cheat to be honored? A natural experiment on dishonesty in a math competition," Journal of Economic Behavior & Organization, Elsevier, vol. 169(C), pages 143-157.
    9. Florian Ederer & Ernst Fehr, 2007. "Deception and Incentives. How Dishonesty Undermines Effort Provision," IEW - Working Papers 341, Institute for Empirical Research in Economics - University of Zurich.
    10. Jacobsen, Catrine & Piovesan, Marco, 2016. "Tax me if you can: An artifactual field experiment on dishonesty," Journal of Economic Behavior & Organization, Elsevier, vol. 124(C), pages 7-14.
    11. Cao, Qian & Li, Jianbiao & Niu, Xiaofei, 2022. "White lies in tournaments," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 96(C).
    12. Azar, Ofer H. & Yosef, Shira & Bar-Eli, Michael, 2013. "Do customers return excessive change in a restaurant?," Journal of Economic Behavior & Organization, Elsevier, vol. 93(C), pages 219-226.
    13. Jingnan Chen & Daniel Houser, 2017. "Promises and lies: can observers detect deception in written messages," Experimental Economics, Springer;Economic Science Association, vol. 20(2), pages 396-419, June.
    14. Insaf Békir & Sana El. Harbi & Gilles Grolleau & Naoufel Mzoughi & Angela Sutan, 2016. "The Impact of Monitoring and Sanctions on Cheating: Experimental Evidence from Tunisia," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 37(7), pages 461-473, October.
    15. Mantilla, Cesar, 2014. "Congruent Behavior without Interpersonal Commitment: Evidence from a Common Pool Resource Game," IAST Working Papers 14-11, Institute for Advanced Study in Toulouse (IAST).
    16. Galeotti, Fabio & Kline, Reuben & Orsini, Raimondello, 2017. "When foul play seems fair: Exploring the link between just deserts and honesty," Journal of Economic Behavior & Organization, Elsevier, vol. 142(C), pages 451-467.
    17. Cheah, Jun-Hwa & Lim, Xin-Jean & Ting, Hiram & Liu, Yide & Quach, Sara, 2022. "Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    18. Matteo Ploner, 2022. "Lie for me: An experiment about delegation, efficiency, and morality," CEEL Working Papers 2202, Cognitive and Experimental Economics Laboratory, Department of Economics, University of Trento, Italia.
    19. Fosgaard, Toke Reinholt & Hansen, Lars Gaarn & Piovesan, Marco, 2013. "Separating Will from Grace: An experiment on conformity and awareness in cheating," Journal of Economic Behavior & Organization, Elsevier, vol. 93(C), pages 279-284.
    20. Chen, Daniel & Hopfensitz, Astrid & van Leeuwen, Boris & van de Ven, Jeroen, 2019. "The Strategic Display of Emotions," Other publications TiSEM ab45cbcc-1ea1-4762-b5c9-e, Tilburg University, School of Economics and Management.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:141:y:2022:i:c:p:755-769. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.