How categorization impacts the design of requests: Asking for email addresses in call-centre interactions
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DOI: 10.1017/s0047404521000592
Abstract: Marketing research shows that organizations tailor communication for particular customer ‘segments’, but little is known about the live design of interaction for different categories. To investigate this, we examine telephone calls to a holiday sales… read more here.
Keywords: categorization impacts; call centre; design requests; email addresses ... See more keywords