The labor illusion / Ryan W. Buell in Management science, Vol. 57 N° 9 (Septembre 2011)  

Public ISBD [article]  inManagement science > Vol. 57 N° 9 (Septembre 2011) . - pp. 1564-1579 Titre : The labor illusion : How operational transparency increases perceived value Type de document : texte imprimé Auteurs : Ryan W. Buell, Auteur ; Michael I. Norton, Auteur Année de publication : 2011 Article en page(s) : pp. 1564-1579 Note générale : Management Langues : Anglais (eng) Mots-clés : Marketing Channels of distribution Queues Industries Business services Inventory–production Operating characteristics Service operations design Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : Aubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggest that the longer people wait, the less satisfied they become; we demonstrate that because of what we term the labor illusion, when websites engage in operational transparency by signaling that they are exerting effort, people can actually prefer websites with longer waits to those that return instantaneous results—even when those results are identical. In five experiments that simulate service experiences in the domains of online travel and online dating, we demonstrate the impact of the labor illusion on service value perceptions, demonstrate that perceptions of service provider effort induce feelings of reciprocity that together mediate the link between operational transparency and increased valuation, and explore boundary conditions and alternative explanations. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/content/57/9.toc [article] The labor illusion : How operational transparency increases perceived value [texte imprimé] / Ryan W. Buell, Auteur ; Michael I. Norton, Auteur . - 2011 . - pp. 1564-1579. Management Langues : Anglais (eng) in Management science > Vol. 57 N° 9 (Septembre 2011) . - pp. 1564-1579 Mots-clés : Marketing Channels of distribution Queues Industries Business services Inventory–production Operating characteristics Service operations design Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : Aubiquitous feature of even the fastest self-service technology transactions is the wait. Conventional wisdom and operations theory suggest that the longer people wait, the less satisfied they become; we demonstrate that because of what we term the labor illusion, when websites engage in operational transparency by signaling that they are exerting effort, people can actually prefer websites with longer waits to those that return instantaneous results—even when those results are identical. In five experiments that simulate service experiences in the domains of online travel and online dating, we demonstrate the impact of the labor illusion on service value perceptions, demonstrate that perceptions of service provider effort induce feelings of reciprocity that together mediate the link between operational transparency and increased valuation, and explore boundary conditions and alternative explanations. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/content/57/9.toc

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