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  • May 2014
  • Article
  • Judgment and Decision Making

Cynicism in Negotiation: When Communication Increases Buyers' Skepticism

By: Eyal Ert, Stephanie Creary and Max H. Bazerman
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Abstract

The economic literature on negotiation shows that strategic concerns can be a barrier to agreement, even when the buyer values the good more than the seller. Yet behavioral research demonstrates that human interaction can overcome these strategic concerns through communication. We show that there is also a downside of this human interaction: cynicism. Across two studies we focus on a seller-buyer interaction in which the buyer has uncertain knowledge about the goods for sale, but has a positive expected payoff from saying "yes" to the available transaction. Study 1 shows that most buyers accept offers made by computers, but that acceptance rates drop significantly when offers are made by human sellers who communicate directly with buyers. Study 2 clarifies that this effect results from allowing human sellers to communicate with buyers, and shows that such communication focuses the buyers' attention on the seller's trustworthiness. The mere situation of negotiated interaction increases buyers' attention to the sellers' self-serving motives and, consequently, buyers' cynicism. Unaware of this downside of interaction, sellers actually prefer to have the opportunity to communicate with buyers.

Keywords

Trust; Information Asymmetry; Perspective Taking; Reactive Devaluation

Citation

Ert, Eyal, Stephanie Creary, and Max H. Bazerman. "Cynicism in Negotiation: When Communication Increases Buyers' Skepticism." Judgment and Decision Making 9, no. 3 (May 2014): 191–198.
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About The Author

Max H. Bazerman

Negotiation, Organizations & Markets
→More Publications

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More from the Authors
  • Decision Leadership: Empowering Others to Make Better Choices By: Don A. Moore and Max H. Bazerman
  • Megastudies Improve the Impact of Applied Behavioural Science By: Katherine L. Milkman, Dena Gromet, Hung Ho, Joseph S. Kay, Timothy W. Lee, Pepi Pandiloski, Yeji Park, Aneesh Rai, Max Bazerman, John Beshears, Lauri Bonacorsi, Colin Camerer, Edward Chang, Gretchen Chapman, Robert Cialdini, Hengchen Dai, Lauren Eskreis-Winkler, Ayelet Fishbach, James J. Gross, Samantha Horn, Alexa Hubbard, Steven J. Jones, Dean Karlan, Tim Kautz, Erika Kirgios, Joowon Klusowski, Ariella Kristal, Rahul Ladhania, Jens Ludwig, George Loewenstein, Barbara Mellers, Sendhil Mullainathan, Silvia Saccardo, Jann Spiess, Gaurav Suri, Joachim H. Talloen, Jamie Taxer, Yaacov Trope, Lyle Ungar, Kevin G. Volpp, Ashley Whillans, Jonathan Zinman and Angela L. Duckworth
  • Slice Labs: Creating a Fraud-free Online Insurance Platform By: Amit Goldenberg and Max Bazerman
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