Front-line workers have little control over how customers treat them. New research on taxi drivers points to a simple coping habit.
Articles on Customer service
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Meta’s just-launched Business Agent could mark a major shift in how companies of all sizes deal with customers. But what are the trade-offs?
Companies are increasingly routing customers to chatbots. New research looks into whether customers prefer human or chatbots agents more, and under which circumstances.
Excessive delays and hurdles are rife in Australia’s A$4 trillion superannuation industry’s death benefits system. There should be consequences for failure.
New research on food-ordering kiosks introduces the social dynamics at play and offers alternatives for designing a more effective and customer-friendly self-service process.
Warmth matters more than competence in some areas of business, new marketing research shows.
Human staff accumulate data as ‘expertise’ instead of giving it to their employers. For profit-chasing retailers, that’s a problem AI can eliminate.
Bonus afterglow led to boosted sales revenues and greater customer satisfaction across the board, research carried over three years shows.
Second opinions help when they foster honest and supportive communication, enabling consumers to reach an informed decision.
In the days of online bulletin board systems, community members decided what was acceptable. Reviving that approach to content moderation offers Big Tech a path to legitimacy as public spaces.
Tipping seems to be more coercive and less tied to service quality these days.
Companies tend to focus on appeasing angry customers after a data breach. New research shows they may want to pay more attention to customers who are afraid to return to their site.
New research on our desire to create shared memories with the people we care about offers insights for companies that want to improve their customer service.
New research found that Black and Hispanic people tended to give banks a pass for poor customer service.
Decreased patience and heightened emotions have created a cycle of frustration, with rude customers having abrupt interactions with stressed out service workers.
We often talk about ‘emotional labour’ as performed by those who take on the emotional workload within families or relationships. But the term has a specific meaning – and that’s not what it is.
The Tim Hortons consumer app was found to have collected detailed user information, including location data. As a privacy violation, this challenges perception of Tim Hortons as a trusted brand.
The future of tipping should be defined by Canadians, not businesses seeking to shift responsibility for worker compensation onto consumers.
One person out of three does not dare to turn to the supplier in case of problems. Feeling of shame, as well as doubts about the ability of the person they are dealing explain that figure.
New research puts the spotlight on how customers deal with chatbots and suggests ways to improve these sometimes frustrating experiences.
Top contributors
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Associate Professor of Quantitative Marketing and Analytics, Binghamton University, State University of New York; Indiana University
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Assistant Professor, National Yang Ming Chiao Tung University, Taiwan, Griffith University
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Professor of Food and Beverage Management, Cornell University
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Senior Lecturer in Management, The University of Melbourne
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Professor of Marketing and Consumer Behaviour, Queensland University of Technology
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Professor, Digital Sociology and Social Policy, The University of Queensland
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Senior Lecturer in Marketing, University of Nottingham
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Research Associate, Judge Business School, University of Cambridge
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Professor of Marketing, Case Western Reserve University
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Associate Head of School (Research), UniSQ School of Business, University of Southern Queensland
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Research Assistant, Industrial Relations, The University of Melbourne
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Senior Lecturer in English Language and Applied Linguistics, The Open University
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Senior Lecturer in Communication, Deakin University
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Fellow of the Centre for Leadership Studies, University of Exeter
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Professor of Artificial Intelligence, University of Hertfordshire