In an interesting article in The Conversation last month, Ralf Steinhauser (Australian National University) explains the idea of drip pricing:
You see a fantastic offer, like a hotel room. You decide to book. Then it turns out there is a service fee. Then a cleaning fee. Then a few other extra costs. By the time you pay the final price, it is no longer the fantastic offer you thought.
Welcome to the world of drip pricing – the practice of advertising something at an attractive headline price and then, once you’ve committed to the purchase process, hitting you with unavoidable extra fees that are incrementally disclosed, or “dripped”.
Drip pricing – a type of “junk fee” – is notorious in event and travel ticketing, and is creeping into other areas, such as movie tickets. My daughter, for example, was surprised to find her ticket to the Barbie movie had a “booking fee”, increasing the cost of her ticket by 13%.
Steinhauser then goes on to explain why consumers are susceptible to drip pricing, blaming present bias and loss aversion:
In the case of booking that hotel room, you could abandon the transaction and look for something cheaper once the extra charges become apparent. But there’s a good chance you won’t, due to the effort and time involved.
This is where the trap lies.
Resistance to the idea of starting the search all over again is not simply a matter of laziness or indecision. There’s a profound psychological mechanism at play here, called a present-bias preference – that we value things immediately in front of us more than things more distant in the future...
Beyond the challenge of starting over, there’s another subtle force at work when it comes to our spending decisions. Drip pricing doesn’t just capitalise on our desire for immediate rewards; it also plays on our innate fear of losing out.
This second psychological phenomenon that drip pricing exploits is known as loss aversion – that we feel more pain from losing something than pleasure from gaining the same thing...
Imagine you’re booking tickets for a show. Initially attracted by the observed headline price, you are now presented with different seating categories. Seeing the “VIP” are within your budget, you decide to splurge.
But then, during the checkout process, the drip of extra costs begins. You realise you could have opted for lower-category seats and stayed within your budget. But by this stage you’ve already changed your expectation and imagined yourself enjoying the show from those nice seats.
Going back and booking cheaper seats will feel like a loss.
In my view, Steinhauser is absolutely correct that drip pricing exploits consumers' quasi-rationality (that is, that consumers are subject to biases in their decision-making). However, he is not fully correct about the sources of the quasi-rational behaviour.
First, present bias would tend to work against drip pricing, because (using Steinhauser's example) consumers are weighing up the cost of the tickets (which they face now) against the benefit of the concert they will attend (which is in the future). If consumers weigh the present more heavily than the future, then the costs weigh more heavily than the benefits, which would work against the consumers paying the junk fees.
Second, Steinhauser is correct about loss aversion, but for the wrong reason. Nobel Prize winner Richard Thaler noted that people engage in mental accounting related to particular decisions. People like to keep their mental accounts in positive balances, and are reluctant to give up on something if the mental account has a negative balance, because that would result in 'booking a loss'. Since people are loss averse, they will only want to close mental accounts that have a positive balance.
What does that mean for a consumer buying a concert ticket? They have spent some time and effort selecting their seats and completing most of the booking process. That puts their mental account for the concert into a negative balance. So, facing a small additional fee seems like a good deal, when compared to closing the mental account with a loss. The consumer pays the fee. They don't necessarily feel happy about it, but it is better than the alternative. The only way to get their mental account for the concert into a positive balance is to attend the concert.
A related way of thinking about the process of buying concert tickets with junk fees is the concept of switching costs. Switching costs are the costs of switching from one seller to another, or from one good or service to another. In this case, for a quasi-rational consumer who is running a mental account for the concert, giving up on buying the ticket when they are faced with the junk fees creates a switching cost - the loss in their mental account. When consumers face high switching costs, they can become locked in to buying a product. The seller can then take advantage of their locked in consumers by increasing the price (which is what the junk fees effectively do).
If you are a strong believer in the tenets of neoclassical economics, then the consumer response to drip pricing seems somewhat at odds with rational behaviour. For a purely rational consumer, the time and effort spent on the booking process up to the time that they face the additional of the junk fees is a sunk cost. It shouldn't affect the decision about whether to proceed with buying the ticket or not, because that decision should depend only on the costs and benefits of attending the concert. If the junk fees increase the costs of attending the concert to such an extent that they are higher than the benefits of attending the concert, a purely rational consumer would stop the ticket-buying process at that point. However, a quasi-rational consumer, who is running a mental account for the concert, would be more likely to proceed with the purchase even when presented with the junk fees.
So, overall, drip pricing leads to more sales if consumers are quasi-rational than if consumers are purely rational. It's lucky (and very profitable) for the ticket sellers that so many of us are not purely rational consumers.
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