Access to justice is still deeply unequal when it comes to low level disputes over bad service or faulty goods.
Articles on Customer service
Displaying 41 - 51 of 51 articles
While some companies get fined £18m, others have learned to “wow” the punters when things go wrong.
Phone trees drive you mad? Just want to talk to an actual person? You aren’t alone – despite the fact that most customer service journeys begin with automated interactive voice response systems.
Online retail customers demand support from every party involved in the product supply chain, but few are keeping up.
Putting the purchasing public at the heart of your business is getting harder and harder as technology drives ever more interaction.
New evidence suggests retailers hiring for looks are not as shallow as it seems.
A more likely reason for businesses’ current interest in happiness and wellbeing has to do with cold hard economics and shifts in the labour force. Happiness, in short, is good for business.
Attitudes to complaining are changing – more are doing it and it’s getting easier
If Google chairman Eric Schmidt is to be believed, the automation of jobs will be the “defining” problem of the next two to three decades. At a debate at Davos 2014, he warned that the constant development…
Institutional investors such as equity funds increase their holdings in companies where customer satisfaction improves. Researchers…
Customers have a more intense reaction to customer service when they lie, new research conducted by the University of Sydney…
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