Hotels with poor websites face drop in profits

Customers expect a host of features on hotel websites, even when looking at small hotels in developing countries, according to the researchers from the University of Portsmouth.

Bad bosses inspire employees to sabotage customers

When faced with rude customers, people in the service sector sometimes exact revenge – but they're much more likely to do so if their boss mistreats them as well, according to a new study by Professor Daniel Skarlicki and ...

A problem shared can be a problem doubled

Customers perceive one and the same service problem very differently, depending on whether they are affected as individuals or in a group. Service failures that affect a group of customers cause them to be more annoyed with ...

A new way to fix those frustrating websites

How many times have you been looking for information online, only to find yourself going round and round in circles? Or you've spent too long poking around a website trying to find what you need, only to realise you've been ...

Sushi-bar-coding in the UK

Critically-endangered species of fish are being sold in sushi restaurants in the UK without adequate labelling.

Efficient, but not without help

HSE University economists analyzed which banks performed best on the Russian market from 2004 to 2015—state, private, or foreign -owned ones. They found that during stable economic and political periods, foreign-owned banks ...

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