The Labor of Lies: How Lying for Material Rewards Polarizes Consumers’ Outcome Satisfaction
Consumers often find themselves in situations in which they are tempted to lie in order to obtain otherwise unattainable material rewards or financial benefits (e.g., when refunding or exchanging a product, qualifying for discounts and promotions, negotiating with a salesperson, etc.). This research examines how lying during an interaction with a service provider influences the consumer’s outcome satisfaction. Six studies demonstrate that because lying interferes with the ability to use diagnostic cues to update outcome expectations, liars are less prepared for the final outcome. This reduced outcome preparedness, in turn, leads to more polarized satisfaction judgments. These findings suggest that lying may not only have financial ramifications but that there are evaluative consequences as well.
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
When requesting a correction, please mention this item's handle: RePEc:ucp:jconrs:doi:10.1086/663824. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Journals Division)
If references are entirely missing, you can add them using this form.