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- 1. Collecting Stories
- New research illuminates the transformation of consumer products into necessities.
- 2. Fun at Work
- New finding points to improved customer experience.
- 3. Attitude
- Researcher discovers one emotion employees can't conceal.
- 4. Temper, Temper
- New research reveals a way to reduce anger and aggression.
- 5. Dirty Work and Turnover
- Recent finding offers a new strategy for a difficult problem.
- 6. In the Presence of Power
- New research exposes a thought process that stifles employee contributions.
- 7. Working Self Concept
- New findings in a business setting confirm the tactics of our parents.
- 8. Customer Sabotage
- New research explores the causes of customer sabotage by service employees.
- 9. The Persuasiveness of Uncertainty
- In three experiments, Karmarkar studied three elements of a typical consumer persuasive message.
- 10. The Mating Mindset
- New research increases our understanding of risk tolerance.
- 11. The Irony of Punishment
- New research measures the impact of reward and punishment.
- 12. Ability, Permission, and Profit
- New research explores customer service performance and profit outcomes.
- 13. Going to the Extreme
- School study has broad implications for the workplace.
- 14. Knowledge Intensive Service
- Research reveals an emphasis in service that strongly impacts customer satisfaction.
- 15. Overqualified: In or Out?
- Research demonstrates new solutions to an old problem.
- 16. Shut Up For Good
- Research discovers factors that stifle improvement suggestions from supervisors.
- 17. The Language of Buyers
- New research examines the effect of correct product framing.
- 18. The Persuasive Role of Mimicry
- Researchers discover a surprising potency in a simple action.
- 19. Emotional Regulation on the Job
- New research explores the need to control emotions on the job and the costs of doing so.
- 20. The Contribution of Bad Moods
- Research discovers a contribution that negative moods can make and reveals ways to tap it.
- 21. Turning up the Heat
- New research reveals what happens when we increase job stress.
- 22. To Be Well-liked
- Researcher gains valuable insights into ingratiation as a social influence tactic.
- 23. The Perfect Predictor
- Researcher explores the limits of attention blocking.
- 24. Getting in the Way
- Researcher explores client sexual harassment.
- 25. To Normalize Dirty Work
- New research describes how managers help employees feel good about stigmatized jobs.
- 26. Loyal Customers
- New research explores identification as a basis for loyalty and makes a provocative claim.
- 27. Creativity and Service
- Research reveals new understandings of creativity and adherence to standard procedures in a service setting.
- 28. Negative Customers
- Research demonstrates the impact of negative customers on service delivery.
- 29. Giving Instructions
- Recent research in goal setting gives supervisors new insights when making assignments.
- 30. Supporting Customer Service
- A simple, supportive practice demonstrates a profound impact.
- 31. The Contribution of Social Regard
- Research reveals a contribution to customer satisfaction that can exceed the core service.
- 32. Competition Counts
- Research reveals industry conditions that favor new businesses.
- 33. Loyal Customers
- Research reveals a vulnerability and an opportunity.
- 34. Predicting Sales Performance
- Research examines 129 studies searching for patterns that predict sales success.
- 35. Customer Loyalty
- Researcher discovers some new connections that impact customer loyalty.
- 36. Listening Posts
- A new finding reveals an old management principle at work in customer service settings.
- 37. Making it Simple
- Research highlights the need to help people translate intentions into actions.
- 38. The Status Quo Bias
- Research explores the status quo bias and reveals a way to overcome it.
- 39. Cooperative Business Ventures
- Researcher explores the practice of cooperation between firms.
- 40. Helping Customers "Get Along"
- Research reveals damage to customer satisfaction inflicted by other customers and offers suggestions for improvement.
- 41. Buying Customers
- Researchers find a problem with entertainment promotions and suggest a way to correct it.
- 42. Managing Customer Complaints
- Researchers discover new connections between dissatisfaction and complaining.
- 43. The Heart of the Pep Talk
- Researchers demonstrate performance benefits for preparatory information in high stress settings.
- 44. Mothers in Need
- An in-depth examination of working mothers reveals insights that should help us design products to meet their needs.
- 45. New Business Formation
- Researcher identifies factors that spur the formation of specialized small companies.
- 46. Life on the Tightrope
- Researchers explore ways managers can enhance their reputations.
- 47. Starving for Quality
- A review of total quality management reveals ways to check its progress and discovers signs of trouble.
- 48. Listen While You Work?
- Researchers discover a simple personnel practice that boosts both performance and satisfaction for some employees.
- 49. Just Do It!
- Research discovers the best tactics to accelerate product development.
- 50. Relationship Signaling in Service Industries
- An experiment reveals a strong, unrecognized influence on perceptions of quality.
- 51. Customer Response to Touch
- Amazing reactions to touch offer new ways to influence decisions.
- 52. A New Buying Motive
- Self-giving reveals itself to be a buying motive for some customers.
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