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
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
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
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