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Impact of transboundary air pollution on service quality and consumer satisfaction

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  • Agarwal, Sumit
  • Wang, Long
  • Yang, Yang

Abstract

This paper exploits random and exogenous transboundary haze pollution in Singapore caused by forest fires in Indonesia to examine the causal effects of air pollution on firm productivity and consumer satisfaction. To measure firm productivity in the private sector, we use the subcategory review scores on service quality, and to estimate consumer satisfaction, we use the individual-level overall online review scores. We find that a significant reduction in consumer satisfaction related to increases in haze pollutant intensity is followed by a substantial rebound in consumer satisfaction for eight months after the haze completely dissipates. We also employ sentiment analysis to illuminate review data and to uncover the underlying mechanisms: the decreased consumer satisfaction during the haze shock is caused by changing consumer mood, rather than by decreases in service quality; after the haze dissipates, consumer satisfaction is quickly restored and soon exceeds the previous level due to substantial improvements in service quality.

Suggested Citation

  • Agarwal, Sumit & Wang, Long & Yang, Yang, 2021. "Impact of transboundary air pollution on service quality and consumer satisfaction," Journal of Economic Behavior & Organization, Elsevier, vol. 192(C), pages 357-380.
    • Handle: RePEc:eee:jeborg:v:192:y:2021:i:c:p:357-380
    DOI: 10.1016/j.jebo.2021.10.002
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    Cited by:

    1. Paolo Figini & Veronica Leoni & Laura Vici, 2023. "And suddenly, the rain! How surprises shape experienced utility," Working Papers wp1185, Dipartimento Scienze Economiche, Universita' di Bologna.

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    More about this item

    Keywords

    Air pollution; Firm productivity; Consumer satisfaction; Customer reviews;
    All these keywords.

    JEL classification:

    • D22 - Microeconomics - - Production and Organizations - - - Firm Behavior: Empirical Analysis
    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • L8 - Industrial Organization - - Industry Studies: Services
    • Q53 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Air Pollution; Water Pollution; Noise; Hazardous Waste; Solid Waste; Recycling

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