Featured
Reports
Why Customer Service Frustrates Consumers:
Using a Tiered Organizational Structure to Exploit Hassle Costs
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Videos
The Organic Growth Playbook
Bernie Jaworski provides an engaging and detailed exposition of the methods and tools teams can use to accelerate the organic growth of both new and existing products
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Videos
How to Succeed in Emerging Markets
Jagdish Sheth shares eight marketing strategies for business success in China, India, and other emerging markets
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Videos
The Shopping Revolution: How Successful Retailers Win Customers in an Era of Endless Disruption
Barbara Kahn shares tips for retailers
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Reports
Discrimination in Service
There are long-term benefits for firms that switch to service policies that do not use discriminatory (i.e., “group aware”) practices.
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Reports
Does Technology Lead to More Equal Treatment among Customers?
All firms have to deal with angry customers. Catherine Tucker and Shuyi Yu explore whether technology leads to more or less equal treatment of customer complaints.
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Conferences
Conference report - Behavioral Science 2018: Customer Experience
Duke University, May 15-16, 2018
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