IDEAS home Printed from https://ideas.repec.org/a/wly/mgtdec/v43y2022i4p1091-1104.html
   My bibliography  Save this article

How to say? Voice analytics of debt collection strategies

Author

Listed:
  • Ziyao Huang
  • Yutao Yang
  • Chengcheng Liao
  • Peiyuan Du

Abstract

Since limit attention has been paid on debt collection calls and collectors' voice metrics, this study explores how collectors' voice metrics influence borrowers' delinquent behavior in debt collection calls. Results of survival analysis show that collectors' voice with higher pitch, higher speed, lower loudness, and lower entropy of energy prolongs borrowers' delinquent time. Mediation analysis indicates that borrowers' voice energy and call duration mediate the effects of collectors' voice metrics on delinquent time. Additional analysis on heterogeneity suggests that short‐term and long‐term repayment borrowers respond to collectors' voice metrics differently.

Suggested Citation

  • Ziyao Huang & Yutao Yang & Chengcheng Liao & Peiyuan Du, 2022. "How to say? Voice analytics of debt collection strategies," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(4), pages 1091-1104, June.
    • Handle: RePEc:wly:mgtdec:v:43:y:2022:i:4:p:1091-1104
    DOI: 10.1002/mde.3441
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/mde.3441
    Download Restriction: no
    File URL: https://libkey.io/10.1002/mde.3441?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
    ---><---

    References listed on IDEAS

    as
    1. Dean Karlan & Melanie Morten & Jonathan Zinman, 2012. "A Personal Touch: Text Messaging for Loan Repayment," NBER Working Papers 17952, National Bureau of Economic Research, Inc.
    2. Leonardo Bursztyn & Stefano Fiorin & Daniel Gottlieb & Martin Kanz, 2019. "Moral Incentives in Credit Card Debt Repayment: Evidence from a Field Experiment," Journal of Political Economy, University of Chicago Press, vol. 127(4), pages 1641-1683.
    3. Gerlinde Fellner & Rupert Sausgruber & Christian Traxler, 2009. "Testing Enforcement Strategies in the Field: Legal Threat, Moral Appeal and Social Information," Discussion Paper Series of the Max Planck Institute for Research on Collective Goods 2009_31, Max Planck Institute for Research on Collective Goods.
    4. Ximena Cadena & Antoinette Schoar, 2011. "Remembering to Pay? Reminders vs. Financial Incentives for Loan Payments," NBER Working Papers 17020, National Bureau of Economic Research, Inc.
    5. Hermes, Niels & Lensink, Robert & Mehrteab, Habteab T., 2005. "Peer Monitoring, Social Ties and Moral Hazard in Group Lending Programs: Evidence from Eritrea," World Development, Elsevier, vol. 33(1), pages 149-169, January.
    6. Gerlinde Fellner & Rupert Sausgruber & Christian Traxler, 2013. "Testing Enforcement Strategies In The Field: Threat, Moral Appeal And Social Information," Journal of the European Economic Association, European Economic Association, vol. 11(3), pages 634-660, June.
    7. Sujata Visaria, 2009. "Legal Reform and Loan Repayment: The Microeconomic Impact of Debt Recovery Tribunals in India," American Economic Journal: Applied Economics, American Economic Association, vol. 1(3), pages 59-81, July.
    8. Ninghua Du & Lingfang Li & Tian Lu & Xianghua Lu, 2020. "Prosocial Compliance in P2P Lending: A Natural Field Experiment," Management Science, INFORMS, vol. 66(1), pages 315-333, January.
    9. Casey A Klofstad & Rindy C Anderson & Stephen Nowicki, 2015. "Perceptions of Competence, Strength, and Age Influence Voters to Select Leaders with Lower-Pitched Voices," PLOS ONE, Public Library of Science, vol. 10(8), pages 1-14, August.
    10. Stephanie Moulton & J. Michael Collins & Cäzilia Loibl & Anya Samek, 2015. "Effects of Monitoring on Mortgage Delinquency: Evidence From a Randomized Field Study," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 34(1), pages 184-207, January.
    11. Remco Eijkel & Niels Hermes & Robert Lensink, 2011. "Group lending and the role of the group leader," Small Business Economics, Springer, vol. 36(3), pages 299-321, 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. Yigal David & Elad Harison, 2022. "Paying Lip Service?: The Effects of Vocal Determinants on Perceived Service Quality," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 18(1), pages 1-20, January.

    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. Barboni, Giorgia & Cardenas, Juan Camilo & de Roux, Nicolas, 2022. "Behavioral Messages and Debt Repayment," CAGE Online Working Paper Series 633, Competitive Advantage in the Global Economy (CAGE).
    2. Hong Luo & Julie Holland Mortimer, 2017. "Copyright Enforcement: Evidence from Two Field Experiments," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 26(2), pages 499-528, June.
    3. Bogdan Genchev & Julie Holland Mortimer, 2016. "Empirical Evidence on Conditional Pricing Practices," NBER Working Papers 22313, National Bureau of Economic Research, Inc.
    4. Chao Ma, 2021. "Be Cautious In The Last Month: The Sunk Cost Fallacy Held By Car Insurance Policyholders," International Economic Review, Department of Economics, University of Pennsylvania and Osaka University Institute of Social and Economic Research Association, vol. 62(3), pages 1199-1236, August.
    5. Martin Brown & Jan Schmitz & Christian Zehnder, 2023. "Moral Constraints, Social Norm Enforcement and Strategic Default in Weak and Strong Economic Conditions," Working Papers 23.03, Swiss National Bank, Study Center Gerzensee.
    6. Uddin, Main & Wang, Liang Choon & Smyth, Russell, 2021. "Do government-initiated energy comparison sites encourage consumer search and lower prices? Evidence from an online randomized controlled experiment in Australia," Journal of Economic Behavior & Organization, Elsevier, vol. 188(C), pages 167-182.
    7. Dimant, Eugen & van Kleef, Gerben A. & Shalvi, Shaul, 2020. "Requiem for a Nudge: Framing effects in nudging honesty," Journal of Economic Behavior & Organization, Elsevier, vol. 172(C), pages 247-266.
    8. Le Maux, Benoît & Necker, Sarah, 2023. "Honesty nudges: Effect varies with content but not with timing," Journal of Economic Behavior & Organization, Elsevier, vol. 207(C), pages 433-456.
    9. Monica Mogollon & Daniel Ortega & Carlos Scartascini, 2021. "Who’s calling? The effect of phone calls and personal interaction on tax compliance," International Tax and Public Finance, Springer;International Institute of Public Finance, vol. 28(6), pages 1302-1328, December.
    10. Felix Koelle & Tom Lane & Daniele Nosenzo & Chris Starmer, 2017. "Nudging the electorate: what works and why?," Discussion Papers 2017-16, The Centre for Decision Research and Experimental Economics, School of Economics, University of Nottingham.
    11. Bhattacharya, Haimanti & Dugar, Subhasish, 2022. "Business norm versus norm-nudge as a contract-enforcing mechanism: Evidence from a real marketplace," European Economic Review, Elsevier, vol. 144(C).
    12. Leonardo Bursztyn & Stefano Fiorin & Daniel Gottlieb & Martin Kanz, 2019. "Moral Incentives in Credit Card Debt Repayment: Evidence from a Field Experiment," Journal of Political Economy, University of Chicago Press, vol. 127(4), pages 1641-1683.
    13. Jin, Liyin & Li, Lingfang (Ivy) & Zhou, Yi & Zhou, Yifang, 2022. "How to Remind People to Work Out via Feedback: Evidence from a Field Experiment," MPRA Paper 112418, University Library of Munich, Germany.
    14. Ugo Troiano & Ricardo Perez-Truglia, 2015. "Tax Debt Enforcement: Theory and Evidence from a Field Experiment in the United States," 2015 Meeting Papers 134, Society for Economic Dynamics.
    15. Apesteguia, Jose & Funk, Patricia & Iriberri, Nagore, 2013. "Promoting rule compliance in daily-life: Evidence from a randomized field experiment in the public libraries of Barcelona," European Economic Review, Elsevier, vol. 64(C), pages 266-284.
    16. Roberto Alvarez & Alvaro Miranda & Jaime Ruiz-Tagle, 2023. "Whisper Words of Wisdom: How Financial Counseling can Reduce Delinquency in Consumer Loans," Working Papers wp552, University of Chile, Department of Economics.
    17. Ninghua Du & Lingfang Li & Tian Lu & Xianghua Lu, 2020. "Prosocial Compliance in P2P Lending: A Natural Field Experiment," Management Science, INFORMS, vol. 66(1), pages 315-333, January.
    18. Mulder, Laetitia B. & Lokate, Mariëtte, 2022. "The effect of moral appeals on influenza vaccination uptake and support for a vaccination mandate among health care workers," Social Science & Medicine, Elsevier, vol. 312(C).
    19. Zhang, Jinan & Perloff, Jeffrey M. & Lu, Fangwen, 2020. "Informing and inquiring: Experimental evidence on reducing traffic violations," Journal of Development Economics, Elsevier, vol. 147(C).
    20. Dwenger, Nadja & Kleven, Henrik & Rasul, Imran & Rincke, Johannes, 2014. "Extrinsic vs Intrinsic Motivations for Tax Compliance. Evidence from a Randomized Field Experiment in Germany," VfS Annual Conference 2014 (Hamburg): Evidence-based Economic Policy 100389, Verein für Socialpolitik / German Economic Association.

    More about this item

    Statistics

    Access and download statistics

    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:wly:mgtdec:v:43:y:2022:i:4:p:1091-1104. 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: Wiley Content Delivery (email available below). General contact details of provider: http://www3.interscience.wiley.com/cgi-bin/jhome/7976 .

    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.