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Personal Communication in an Automated World: Evidence from Loan Repayments

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Listed:
  • Christine Laudenbach
  • Jenny Pirschel
  • Stephan Siegel

Abstract

We examine the effect of personal, two-way communication on the payment behavior of delin-quent borrowers. We find that borrowers who speak with a randomly assigned bank agent are significantly more likely to successfully resolve the delinquency by a substantial margin relative to borrowers who do not speak with a bank agent. Call characteristics related to the human touch of the call, such as the likeability of the agent's voice, significantly affect payment behavior whereas the surprise element of the call does not. Finally, the effect of personal communication extends beyond the initial delinquency: Borrowers who speak with a bank agent are significantly less likely to become delinquent again. Our findings highlight the value of a human element in interactions between financial institutions and their customers, suggesting that personal communication will continue to play a role despite less costly information transmission being readily available.

Suggested Citation

  • Christine Laudenbach & Jenny Pirschel & Stephan Siegel, 2018. "Personal Communication in an Automated World: Evidence from Loan Repayments," CESifo Working Paper Series 7295, CESifo.
    • Handle: RePEc:ces:ceswps:_7295
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    Cited by:

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    3. Alexey A. Upravitelev, 2022. "Bounded Rationality of Decision-Making by Online Microfinance Organizations´ Consumers," Finansovyj žhurnal — Financial Journal, Financial Research Institute, Moscow 125375, Russia, issue 4, pages 134-147, August.

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    More about this item

    Keywords

    personal communication; consumer finance; loan repayment; promise keeping; social distance.;
    All these keywords.

    JEL classification:

    • D14 - Microeconomics - - Household Behavior - - - Household Saving; Personal Finance
    • G11 - Financial Economics - - General Financial Markets - - - Portfolio Choice; Investment Decisions

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