Mobile phones are a workplace problem in retail

How do frontline employees in retail react to and handle situations where the customer ignores them and instead looks at their mobile phone? This has been studied by researchers Markus Fellesson, Associate Professor at CTF, ...

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 ...

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).

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