WIRED: Weekly Informal REsearch Discussions Spring 2018
Wednesday, March 28th
KMC 8-170
Lunch will be available at 12:15 pm. The seminar begins at 12:30 pm.
"Frustration-Based Promotions: Field Experiments in Ride-Sharing"
Maxime Cohen
In this work, we partnered with Via to design and run three field experiments to investigate how different types of proactive compensation affect the engagement behavior of riders who have experienced a frustration (long waiting times and long travel times). We observed that sending proactive compensation to frustrated riders (i) is profitable and boosts their engagement behavior, (ii) works well for long waiting times but not for long travel times, (iii) seems more effective than sending the same offer to non-frustrated riders, and (iv) has an impact moderated by past usage frequency. We also observed that the best strategy is to send credit for a future usage (as opposed to waiving the charge or sending an apologetic message).
Article found here: https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3129717