Visible effort raises perceived value of a service, so concealing the work can reduce satisfaction with the same result.
Buell and Norton's finding that travel sites showing a search animation were rated higher than instant ones. Concealing work reduces perceived value even when the result is identical.
In practice
- A repair quoted with a detailed diagnostic report is valued higher than an identical repair returned within the hour with no explanation.
- A consultant who delivers the answer in a week is paid less than one who delivers the same answer in six with a workshop.