Why everyone loses at the workplace blame game
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.
Bad bosses inspire employees to sabotage customers
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.
Lululemon’s downward dogfight
Founder Chip Wilson’s feud illustrates how boardroom politics can impact the bottom line.
The customer isn’t always right
Study looks at what happens when customers snap at call centre workers.
For tastier food, try a dash of workplace injustice
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.
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.