The service industry has become increasingly competitive. One of the main drivers for increasing profits and market share is service quality. When a consumer encounters a bad experience, or a frustration, s/he may be tempted to stop using the service. In collaboration with the ride-sharing...

Traffic congestion is a serious global issue. A potential solution, which requires zero investment in infrastructure, is to convince solo car users to carpool. In this paper, we leverage the Waze Carpool service and run the largest ever digital field experiment to nudge commuters to carpool. Our...