---
_id: '56494'
abstract:
- lang: eng
  text: "Many industrialized countries have recognized the need to mitigate energy
    cost increases faced by low-income households by fostering the adoption of energy-efficient
    technologies. How to meet this need is an open question, but “behavioral insights”
    are likely components of future policy designs. Applying well-established behavioral
    insights to low-income house- holds raises questions of transportability as they
    are typically underrepresented in the existing evidence base. We illustrate this
    problem by conducting a randomized field experiment on scalable, low-cost design
    elements to improve program take-up in one of the world’s largest en- ergy efficiency
    assistance programs. Observing investment decisions of over 1,800 low-income households
    in Germany’s “Refrigerator Replacement Program”, we find that the transportabil-
    ity problem is real and consequential: First, the most effective policy design
    would not have been chosen based on existing behavioral insights. Second, design
    elements favored by these insights either prove ineffective or even backfire,
    violating ‘do no harm’ principles of policy advice. Systematic testing remains
    crucial for addressing the transportability problem, partic- ularly for policies
    targeting vulnerable groups.\r\n"
author:
- first_name: Martin
  full_name: Kesternich, Martin
  id: '98922'
  last_name: Kesternich
  orcid: 0000-0002-0653-7680
- first_name: Bettina
  full_name: Chlond , Bettina
  last_name: 'Chlond '
- first_name: 'Timo '
  full_name: 'Goeschl, Timo '
  last_name: Goeschl
- first_name: Madeline
  full_name: Werthschulte, Madeline
  last_name: Werthschulte
citation:
  ama: 'Kesternich M, Chlond  B, Goeschl T, Werthschulte M. <i>Transporting Behavioral
    Insights to Low-Income Households: A Field Experiment on Energy Efficiency Investments</i>.  AWI
    Discussion Paper Series No. 755; 2024.'
  apa: 'Kesternich, M., Chlond , B., Goeschl, T., &#38; Werthschulte, M. (2024). <i>Transporting
    behavioral insights to low-income households: A field experiment on energy efficiency
    investments</i>.  AWI Discussion Paper Series No. 755.'
  bibtex: '@book{Kesternich_Chlond _Goeschl_Werthschulte_2024, title={Transporting
    behavioral insights to low-income households: A field experiment on energy efficiency
    investments}, publisher={ AWI Discussion Paper Series No. 755}, author={Kesternich,
    Martin and Chlond , Bettina and Goeschl, Timo  and Werthschulte, Madeline}, year={2024}
    }'
  chicago: 'Kesternich, Martin, Bettina Chlond , Timo  Goeschl, and Madeline Werthschulte.
    <i>Transporting Behavioral Insights to Low-Income Households: A Field Experiment
    on Energy Efficiency Investments</i>.  AWI Discussion Paper Series No. 755, 2024.'
  ieee: 'M. Kesternich, B. Chlond , T. Goeschl, and M. Werthschulte, <i>Transporting
    behavioral insights to low-income households: A field experiment on energy efficiency
    investments</i>.  AWI Discussion Paper Series No. 755, 2024.'
  mla: 'Kesternich, Martin, et al. <i>Transporting Behavioral Insights to Low-Income
    Households: A Field Experiment on Energy Efficiency Investments</i>.  AWI Discussion
    Paper Series No. 755, 2024.'
  short: 'M. Kesternich, B. Chlond , T. Goeschl, M. Werthschulte, Transporting Behavioral
    Insights to Low-Income Households: A Field Experiment on Energy Efficiency Investments,  AWI
    Discussion Paper Series No. 755, 2024.'
date_created: 2024-10-10T12:25:31Z
date_updated: 2024-10-11T09:04:17Z
ddc:
- '330'
file:
- access_level: open_access
  content_type: application/pdf
  creator: mkestern
  date_created: 2024-10-10T12:25:25Z
  date_updated: 2024-10-10T12:25:25Z
  file_id: '56495'
  file_name: 755,_october_2024.pdf
  file_size: 3239473
  relation: main_file
file_date_updated: 2024-10-10T12:25:25Z
has_accepted_license: '1'
jel:
- C93
- D91
- Q49
keyword:
- Transportability
- low-income households
- field experiment
- randomized controlled trial
- governmental welfare programs
- energy efficiency
- technology adoption
language:
- iso: eng
oa: '1'
publisher: ' AWI Discussion Paper Series No. 755'
status: public
title: 'Transporting behavioral insights to low-income households: A field experiment
  on energy efficiency investments'
type: working_paper
user_id: '98922'
year: '2024'
...
---
_id: '5715'
abstract:
- lang: eng
  text: Smart interactive services, in contrast with other technology-based services,
    require significant human-to-human interaction and collaboration in addition to
    the service provided by the embedded technology itself. The authors’ foundational
    Delphi study confirms smart interactive services (e.g., remote diagnosis, remote
    repair of equipment, and telemedicine) are a rapidly growing innovation category
    across industries. Yet, gaining user acceptance of these types of services presents
    a significant challenge for managers. To address this challenge, the authors employ
    a grounded theory approach, drawing on depth interviews, to develop a framework
    of barriers and facilitators to users’ attitudinal and behavioral responses to
    smart interactive services. The findings reveal a new set of beliefs that are
    critical in this context. These beliefs are tied to the human element and specifically
    pertain to beliefs about the “service counterpart (SC),” who is the provider’s
    employee controlling the technology. Control, trustworthiness, and collaboration
    beliefs emerge jointly as important and interrelated influencers tied to the SC.
    Contrary to conventional wisdom that focuses on features of the technology itself
    to gain user acceptance, this research encourages providers to emphasize the interpersonal
    elements of the service by providing control cues, raising social presence, and
    enhancing human trust mechanisms.
article_type: original
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian V
  full_name: Wangenheim, Florian V
  last_name: Wangenheim
- first_name: Mary Jo
  full_name: Bitner, Mary Jo
  last_name: Bitner
citation:
  ama: 'Wünderlich N, Wangenheim FV, Bitner MJ. High Tech and High Touch: A Framework
    for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.
    <i>Journal of Service Research</i>. 2013;16(1):3-20.'
  apa: 'Wünderlich, N., Wangenheim, F. V., &#38; Bitner, M. J. (2013). High Tech and
    High Touch: A Framework for Understanding User Attitudes and Behaviors Related
    to Smart Interactive Services. <i>Journal of Service Research</i>, <i>16</i>(1),
    3–20.'
  bibtex: '@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch:
    A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive
    Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE
    Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim,
    Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }'
  chicago: 'Wünderlich, Nancy, Florian V Wangenheim, and Mary Jo Bitner. “High Tech
    and High Touch: A Framework for Understanding User Attitudes and Behaviors Related
    to Smart Interactive Services.” <i>Journal of Service Research</i> 16, no. 1 (2013):
    3–20.'
  ieee: 'N. Wünderlich, F. V. Wangenheim, and M. J. Bitner, “High Tech and High Touch:
    A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive
    Services.,” <i>Journal of Service Research</i>, vol. 16, no. 1, pp. 3–20, 2013.'
  mla: 'Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding
    User Attitudes and Behaviors Related to Smart Interactive Services.” <i>Journal
    of Service Research</i>, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles,
    CA, 2013, pp. 3–20.'
  short: N. Wünderlich, F.V. Wangenheim, M.J. Bitner, Journal of Service Research
    16 (2013) 3–20.
date_created: 2018-11-16T09:31:00Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        16'
issue: '1'
keyword:
- service technology
- technology-mediated service
- service counterpart
- smart service
- remote service
- technology adoption
language:
- iso: eng
page: 3-20
publication: Journal of Service Research
publication_status: published
publisher: 'SAGE Publications Sage CA: Los Angeles, CA'
status: public
title: 'High Tech and High Touch: A Framework for Understanding User Attitudes and
  Behaviors Related to Smart Interactive Services.'
type: journal_article
user_id: '37741'
volume: 16
year: '2013'
...