This research documents the counterintuitive effect that consumers actually have better service experiences with politically conservative service providers, but expect to have better experiences with politically liberal service providers. First, we document the effect in actual consumer service experience across three different contexts (Airbnb hosts, Uber drivers, waiters), and demonstrate that conservative (vs. liberal) providers enhance consumer experience (studies 1, 2a, 2b), because conservative providers are higher on trait-conscientiousness (study 3). Second, in an experiment (study 4), we document expectations about service experience and demonstrate that consumers expect to receive better service from liberals (vs. conservatives). We explain that this effect emerges because consumers do not perceive that conservatives (vs. liberals) are more conscientious, but do perceive that they are less open. Overall, our theoretical framework outlines how conservative providers possess an unknown strength (higher conscientiousness) and a known weakness (lower openness), which leads to different actual and expected consumer service experiences. These novel findings provide valuable contributions to our understanding of how consumers are impacted by the political orientation of marketplace providers.

中文翻译：

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服务提供商的政治取向如何塑造消费者体验

这项研究记录了一个违反直觉的效果，即消费者实际上在政治上保守的服务提供商那里有更好的服务体验，但希望在政治上自由的服务提供商那里有更好的体验。首先，我们记录了三种不同环境（Airbnb 房东、优步司机、服务员）对实际消费者服务体验的影响，并证明保守（与自由）提供商增强了消费者体验（研究 1、2a、2b），因为保守的提供商在特质责任感上更高（研究 3）。其次，在实验（研究 4）中，我们记录了对服务体验的期望，并证明消费者希望从自由派（与保守派）那里获得更好的服务。我们解释说，这种效果的出现是因为消费者没有意识到保守派（与保守派相比）。自由主义者）更加认真，但确实认为他们不那么开放。总体而言，我们的理论框架概述了保守的提供者如何拥有未知的优势（较高的责任心）和已知的弱点（较低的开放性），从而导致不同的实际和预期的消费者服务体验。这些新发现为我们理解消费者如何受到市场提供商的政治取向的影响提供了宝贵的贡献。