The impact of the slave trade on the Dutch economy

To what extent did the Netherlands grow rich from the Transatlantic slave trade? In his dissertation "Walcherse Ketens," Gerhard de Kok looks at Vlissingen and Middelburg, the most important slave trade cities in the Netherlands ...

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 ...

Creative staff lead to satisfied customers says study

Organisations in the service sector that have more creative employees enjoy higher levels of customer satisfaction, according to new research led by the University of East Anglia (UEA).

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 ...

Yes, AT&T, it pays to win back lost customers

The competition for customers in the service sector is fierce, and new customers are entering the market all the time. So when a company such as Time Warner, Travelocity, or AT&T loses a customer, is it worth it to try to ...

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 ...

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