Monday, March 26, 2012
Angry customers more likely to be lying
Posted on March 23, 2012 by Marketing
The customer is always right, unless they’re really angry in which case it’s more likely they’re actually lying if new research from the University of Sydney is to be believed.
The study, conducted by the university’s business school, found that people who lie during a service encounter have more extreme reactions to the outcome than their honest peers.
The explanation behind this phenomena is that the effort put into constructing the lie polarises the reaction to the lie’s response – if the story isn’t believed the teller is usually more surprised and has a stronger reaction, whereas if the story is believed the consumer usually feels more satisfied for having lied to get what they want than if they told the truth.
“Lying is hard work,” Dr Christina Anthony, the project’s lead researcher, elaborates. More >> http://www.marketingmag.com.au/news/angry-customers-more-likely-to-be-lying-12035/
(isn't very angry also a stage in Alzheimers)