customer service

Frustrated woman pushing shopping cart in grocery store

When consumers buy embarrassing products, they don’t want friendly service

A UBC Sauder School of Business study shows that when people buy blush-inducing items, they choose self-checkout—or failing that, the most robotic human available.

May 18, 2023

The study found that bargain-hunters whose main goal is to save money — tend to see employees who they interact with as less human.

Discounting humanity: Bargain hunters see customer service workers as less human

Everyone loves a bargain, but new research suggests some employees may be getting short-changed when it comes to how consumers perceive them when they are price-conscious.

Dec 20, 2017

Get better customer service by choosing your words wisely

Get better customer service by choosing your words wisely

The next time you make a complaint to your cellphone or cable company, don’t get personal.

Dec 12, 2016

When perks don’t work: Unearned upgrades embarrassing for consumers

When perks don’t work: Unearned upgrades embarrassing for consumers

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.

May 27, 2013

Global companies beware: Rude customer treatment depends on culture

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.

Mar 25, 2013