Working Paper

Experience Infusion: How to Improve Customer Experience with Incidental Activities

Mathew Chylinski

University of New South Wales

Ashish Sinha

University of New South Wales

David Sugianto Lie

University of New South Wales

William Neill

Venture Capital

May 11, 2023

Download

Uses an experimental design to test how ‘Infusion’ of an intrinsically enjoyable but incidental activity, such as gameplay, can compensate for the negative experience of transaction costs during decision making, improving the experience and accuracy of results.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.