Design for Fairness and Reciprocity in Services
In previous posts we have examined how important fairness and reciprocity are when designing service recovery processes. Indeed, I argued that these psychological effects and the meaning states they create are far more important than the monetary factors involved.
A colleague recently shared material on the field of cognitive economics that provides an interesting scientific footing for this position and other aspects of cognitive design. An excellent reference site can be found here. A specific article on how we trade economic value for fairness and reciprocity can be found in: In Search of Homo Economicus.
