Consumer lying behavior in service encounters

Whether they know it or not, firms interact with lying consumers on a daily basis. However, surprisingly little is known about consumer behavior and its role in service encounters. Based two empirical studies of 2,976 lies, the study sought to explore by developing testing comprehensive conceptual framework encompassing motives for lying, characteristics lie, outcomes consumers. Study 1 explores details components framework, 2 further investigates tests relationships between emotional, behavioral, financial The findings suggest new policies how frontline employees might be trained educated address behavior. paper concludes outlining an agenda future research