Increasing Clients’ Filing Behavior Using a Diary-Type Receipt Book: Effects of Response Effort Reduction

DOI Web Site

Bibliographic Information

Other Title
  • 反応エフォートの低減による顧客行動マネジメント――日記型綴りによる領収書整理行動の喚起と維持――
  • ハンノウ エフォート ノ テイゲン ニ ヨル コキャク コウドウ マネジメント : ニッキガタ ツズリ ニ ヨル リョウシュウショ セイリ コウドウ ノ カンキ ト イジ

Search this article

Abstract

<p>Study objective: Effects of a diary-type receipt book on the filing behavior of the clients of a local accounting firm were examined. Design: Multiple-baseline design across groups of clients. Setting and participants: Clients were supposed to file their receipts when they submitted them to the accounting firm once a month. Clients (N=24) who had failed to do so were selected as participants. Intervention: A diary-type receipt book was developed, consisting of blank pages for each day of the month, so that the client needed only to glue a receipt on that day’s page when the receipt was issued. Measure: The number of clients in each group that filed receipts each month. Results: Of the 24 clients, 17 started using the receipt book to file receipts and continued doing so. The cost-benefit analysis showed that the accounting firm gained 3,238 yen per month per client. A follow-up after 6 years showed that most of the clients had maintained the filing behavior. Conclusion: Reducing the response effort needed for filing receipts might have worked as recovery from punishment and thus helped in changing and maintaining the clients’ cooperative behavior.</p>

Journal

Keywords

Details 詳細情報について

Report a problem

Back to top