Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/275995 
Year of Publication: 
2018
Citation: 
[Journal:] Marketing Review St.Gallen [ISSN:] 1865-7516 [Volume:] 35 [Issue:] 4 [Year:] 2018 [Pages:] 88-96
Publisher: 
Thexis Verlag, St.Gallen
Abstract: 
Interaction channel choices during the customer journey have significant consequences for both consumers and service providers. Especially in service industries with high interaction frequency, both customer experience and cost per interaction can vary drastically. As a new experiment demonstrates, subtly nudging customers in the right direction can be an effective lever when navigating these issues.
Document Type: 
Article

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