自动化世界中的个人沟通：来自贷款偿还的证据

IF 7.6 1区经济学 Q1 BUSINESS, FINANCE

Journal of Finance Pub Date : 2024-11-29 DOI:10.1111/jofi.13388

CHRISTINE LAUDENBACH, STEPHAN SIEGEL

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引用次数: 0

摘要

我们研究了个人双向沟通对拖欠借款人支付行为的影响。与随机分配的银行代理人交谈的借款人比不与银行代理人交谈的借款人更有可能成功解决拖欠问题。与呼叫的人情味相关的呼叫特征，如座席声音的受欢迎程度，会显著影响支付行为。与银行代理人交谈的借款人再次拖欠贷款的可能性也大大降低。我们的研究结果强调了在金融机构与其客户之间的互动中，人的因素的价值。

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Personal Communication in an Automated World: Evidence from Loan Repayments

We examine the effect of personal, two‐way communication on the payment behavior of delinquent borrowers. Borrowers who speak with a randomly assigned bank agent are significantly more likely to successfully resolve the delinquency relative to borrowers who do not speak with a bank agent. Call characteristics related to the human touch of the call, such as the likeability of the agent's voice, significantly affect payment behavior. Borrowers who speak with a bank agent are also significantly less likely to become delinquent again. Our findings highlight the value of a human element in interactions between financial institutions and their customers.

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来源期刊

Journal of Finance Multiple-

CiteScore

12.90

自引率

2.50%

发文量

期刊介绍： The Journal of Finance is a renowned publication that disseminates cutting-edge research across all major fields of financial inquiry. Widely regarded as the most cited academic journal in finance, each issue reaches over 8,000 academics, finance professionals, libraries, government entities, and financial institutions worldwide. Published bi-monthly, the journal serves as the official publication of The American Finance Association, the premier academic organization dedicated to advancing knowledge and understanding in financial economics. Join us in exploring the forefront of financial research and scholarship.