June 26, 2017
A new UBC Sauder School of Business study finds the demoralizing effects of what researchers call “swift blame” not only hurts employees, but also the bottom line.
Media Release | October 5, 2015
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.
June 19, 2014
Founder Chip Wilson’s feud illustrates how boardroom politics can impact the bottom line.
May 6, 2014 - by Jody Jacob
Study looks at what happens when customers snap at call centre workers.
Media Release | May 13, 2013
A new UBC study from the Sauder School of Business reveals that experiencing unfair treatment at work can sharpen the taste buds, providing evidence that stress has a physiological effect on people.
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.