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- 1. Witnesses to Abuse
- Research explores customer reactions to employee abuse.
- 2. Scraps of Meaning
- Researcher follows mediators and learns lessons for reducing negative emotions and resolving conflicts.
- 3. Happy: Vivid or Authentic?
- New research reveals differences in customer reactions to happy clerks.
- 4. Customer Service Failure
- New findings help customer service employees keep control.
- 5. Fun at Work
- New finding points to improved customer experience.
- 6. Attitude
- Researcher discovers one emotion employees can't conceal.
- 7. Solving a Gift-Giving Dilemma
- New research offers a solution to a common customer problem.
- 8. Customer Sabotage
- New research explores the causes of customer sabotage by service employees.
- 9. Change Your Mind, Please!
- New findings in preference reversal research.
- 10. Ability, Permission, and Profit
- New research explores customer service performance and profit outcomes.
- 11. Knowledge Intensive Service
- Research reveals an emphasis in service that strongly impacts customer satisfaction.
- 12. The Persuasive Role of Mimicry
- Researchers discover a surprising potency in a simple action.
- 13. Turning up the Heat
- New research reveals what happens when we increase job stress.
- 14. Getting in the Way
- Researcher explores client sexual harassment.
- 15. Selling With Stories
- New Research explores the use of self-referencing within the context of stories.
- 16. Restoring Trust
- New research offers guidance to business owners who have lost the trust of their customers.
- 17. No Shirt, No Shoes, No Fat People
- Research reveals a way to overcome a triggering mechanism for the expression of prejudice.
- 18. Loyal Customers
- New research explores identification as a basis for loyalty and makes a provocative claim.
- 19. Creativity and Service
- Research reveals new understandings of creativity and adherence to standard procedures in a service setting.
- 20. Negative Customers
- Research demonstrates the impact of negative customers on service delivery.
- 21. The Pain of Deciding
- Research reveals feelings aroused by the act of deciding and explores their impact.
- 22. Don't Use the Telephone!
- New research reveals the weakness of using the phone to try to reach agreements.
- 23. Supporting Customer Service
- A simple, supportive practice demonstrates a profound impact.
- 24. The Contribution of Social Regard
- Research reveals a contribution to customer satisfaction that can exceed the core service.
- 25. Goal Priming Works!
- New research in customer psychology reveals ways to be more persuasive.
- Real Men and Shopping
- A new study offers suggestions to attract and retain male customers in retail settings.
- 26. Variety for Sale = Mass Confusion
- A marketing strategy with a flaw and a research study that reveals how to correct it.
- 27. Loyal Customers
- Research reveals a vulnerability and an opportunity.
- 28. Customer Loyalty
- Researcher discovers some new connections that impact customer loyalty.
- 29. Culture Clash
- An analysis of cultural traits explains differences in conflict resolution strategies.
- 30. Listening Posts
- A new finding reveals an old management principle at work in customer service settings.
- 31. Making it Simple
- Research highlights the need to help people translate intentions into actions.
- 32. Just-Because Gifts
- Researcher explores gift-giving and finds new markets retailers can explore.
- 33. Effective Customer Service
- New research identifies crucial factors in establishing effective customer relationships.
- 34. Every Day Low Pricing
- Research explores the merits and demerits of every-day-low-pricing.
- 35. Helping Customers "Get Along"
- Research reveals damage to customer satisfaction inflicted by other customers and offers suggestions for improvement.
- 36. Effective Price Cues
- Researchers resolve questions surrounding reference prices and provide guidance for retailers.
- 37. How Long Should You Give Them?
- Researchers study demonstration periods and discover a way to calculate the optimum length for any product.
- 38. Managing Customer Complaints
- Researchers discover new connections between dissatisfaction and complaining.
- 39. Mothers in Need
- An in-depth examination of working mothers reveals insights that should help us design products to meet their needs.
- 40. The Lost Customer Dilemma
- Researchers explore customers' thinking as they navigate a complex shopping environment.
- 41. Satisfied Business Customers
- Research reveals practices to follow and practices to avoid to enhance the satisfaction of business customers.
- 42. Relationship Signaling in Service Industries
- An experiment reveals a strong, unrecognized influence on perceptions of quality.
- 43. Customer Response to Touch
- Amazing reactions to touch offer new ways to influence decisions.
- 44. A New Buying Motive
- Self-giving reveals itself to be a buying motive for some customers.
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