august, 2019

06aug2:30 pm4:00 pmExploring the Link Between Payment Schemes and Customer Fraud: A Mental Accounting Perspective

Event Details

Join us Tuesday, August 6th at 2:30 PM to hear from Chair Professor of Marketing at the University of Paderborn in Germany, Andreas Eggert.

About the Presentation: Containing customer fraud has great economic relevance. This research proposes a fresh approach, derived from mental accounting theory and behavioral pricing research. Large-scale field data from more than 100,000 insurance customers and a follow-up experiment reveal that payment schemes influence customer fraud. Specifically, customers with annual payment schedules submit more rejected claims soon after their lump sum payments, and customers with monthly payment schedules exhibit greater customer fraud, in an effect that increases over time and decreases with greater category involvement. Customers who actively pay using money transfers submit about 40% more claims that get rejected than those who rely on more passive payment methods, such as autopay or direct debit. Marketing practitioners thus should reconsider frequent payment schedules and active payment options and monitor customer behavior after lump sum payments. For marketing research, this study opens a new research avenue, linking customer misbehavior and behavioral pricing research within a mental accounting framework.

About Dr. Eggert: Andreas Eggert is Chair Professor of Marketing at the University of Paderborn in Germany. He has been a Visiting Professor and Visiting Scholar at the University of Sydney in Australia, the University of Toulouse in France, and the University of Ljubljana in Slovenia. Professor Eggert has been appointed as Strategic Research Advisor at Newcastle University Business School in the UK and as a member of the International Advisory Board of the Copenhagen Business School Marketing Department in Denmark.

Professor Eggert’s research interests focus on strategies for the creation and appropriation of value in business relationships. With more than 9.000 Google Scholar citations, his publications are among the most often cited articles in their domain. His work has won several best paper awards and has been published in the leading international journals, such as Journal of MarketingJournal of the Academy of Marketing ScienceInternational Journal of Research in MarketingJournal of Service ResearchJournal of Service ManagementJournal of Supply Chain ManagementJournal of Business ResearchEuropean Journal of MarketingIndustrial Marketing ManagementJournal of Business-to-Business Marketing, and Journal of Business and Industrial Marketing among others.

Professor Eggert is on the editorial board of the Journal of the Academy of Marketing ScienceJournal of Service ResearchIndustrial Marketing ManagementJournal of Business-to-Business Marketing, and Journal of Strategic Contracting and Negotiation. He is a member of the American Marketing Association and the European Marketing Academy. Professor Eggert has consulted and trained large corporations as well as mid-sized companies and he has taught academic courses at the PhD, Executive, Master, and Bachelor level in Germany, France, Australia, Slovenia, and Finland.


(Tuesday) 2:30 pm - 4:00 pm CST


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361 Stadium Drive