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Bedrijven Informatie Centrum

Bedrijven Informatie Centrum

1 Projects, page 1 of 1
  • Funder: Netherlands Organisation for Scientific Research (NWO) Project Code: 451-15-023

    Nowadays, individuals interact with companies/institutions in different ways: over the telephone, on mobile devices, tablets, or through self-service machines. Depending on the system used, they make decisions orally (by speaking) or manually (e.g., by touch on a tablet). Surprisingly, scant attention has been paid to the possibility that merely changing the way individuals express decisions - here termed as expression modalities - might impact how and what kind of decisions they make. Yet, companies and government institutions frequently offer individuals innovative ways to express their decisions (e.g., voice control mode in a mobile banking app) possibly unaware that a change in modality might impact individuals decisions. The aim of my three projects is to understand differences between oral and manual expression modalities with the goal of deriving managerial implications and public policy recommendations. Predominantly (but not exclusively) utilizing experimental research, individuals will be asked to make decisions either orally or manually. Project 1 explores whether these different expression modalities will trigger fundamentally different decision-making processes. I propose that speaking prompts automatic, impulsive decisions while manual responding prompts cognitive, reasoned decisions. This difference has important - positive and negative - consequences for decisions that we make daily. In project 2, I explore the influence of utilizing oral or manual expression modality on financial decision making; in particular individuals? likelihood to save money. If speech triggers more automatic, impulsive decisions, this suggests that individuals are less likely to save money (= cognitive/reasoned decision) when using voice-controlled than touch-activated systems. Finally, project 3 fulfills the purpose to explore a positive consequence of orally expressed decisions: if speaking triggers automatic, intuitive decisions, I argue that it increases decision satisfaction with decisions that require intuition. The results of the projects will be insightful to guide various stakeholders (e.g., policy makers) in designing strategies to increase savings and decision satisfaction.

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