Media Release | December 12, 2016
The next time you make a complaint to your cellphone or cable company, don’t get personal.
Media Release | May 27, 2013
New research from UBC’s Sauder School of Business reveals that giving a free bump in service can backfire if the perk is given randomly in front of others.
Media Release | March 25, 2013
A new UBC study reveals that North American service workers are more likely to sabotage rude customers, while Chinese react by disengaging from customer service altogether.