@TechReport{iza:izadps:dp4827,
            	author={Beck, Adrian and Kerschbamer, Rudolf and Qiu, Jianying and Sutter, Matthias},
            	title={Guilt from Promise-Breaking and Trust in Markets for Expert Services: Theory and Experiment},
            	year={2010},
	month={Mar},
            	institution={Institute of Labor Economics (IZA)},
            	address={Bonn},
            	type={IZA Discussion Paper},
            	number={4827},
            	url={https://www.iza.org/publications/dp4827},
	abstract={We examine the influence of guilt and trust on the performance of credence goods markets. An expert can make a promise to a consumer first, whereupon the consumer can express her trust by paying an interaction price before the expert’s provision and charging decisions. We argue that the expert’s promise induces a commitment that triggers guilt if the promise is broken, and guilt is exacerbated by higher interaction prices. An experiment qualitatively confirms our predictions: (1) most experts make the predicted promise; (2) proper promises induce consumer-friendly behavior; and (3) higher interaction prices increase the commitment value of proper promises.},
	keywords={reciprocity;experts;promises;guilt;trust;credence goods},
            }