Why does it pay to be nice to your waiter? Because if you don’t, he’ll spit in your soup. That’s a concern not only for diners, but managers, who know that great customer service is key to building brand and customer loyalty. Most companies hope their employees are behaving in a friendly, professional and patient manner toward customers, and fulfilling their requests. But sometimes employees actively sabotage customers.
In this edition of Smith Business Close-Up with the University of Maryland’s Robert H. Smith School of Business, Hui Liao talks about her recent study that delves into the causes of employee sabotage.
Liao, associate professor of management and organization, currently researches service behavior/quality, leadership, high performance work systems, workforce diversity, organizational justice and justice climate, and multilevel theory and method. She has conducted field research in various cultural settings including the United States, Mainland China, Hong Kong, Taiwan, Japan, Europe, the UAE, and other cultural contexts, involving both small business and multinational companies’ worldwide operations. She has received numerous honors and awards for her work and her research has appeared in the field’s top journals.
Smith Business Close-Up is co-produced by the Robert H. Smith School of Business and Maryland Public Television. The television segment focuses on the latest thinking in business management, and features in-depth interviews with Smith School faculty and other members of the school’s community of business leaders.
Where to Watch
Smith Business Close-Up can be seen bi-weekly on Maryland Public Television's Your Business and Money. The program airs at 7:30 p.m. on Thursdays and is repeated the following Sunday at 7:30 a.m. on public television stations throughout Maryland and the Washington, D.C., metropolitan region, including:
- WMPB-TV (Ch. 67), Baltimore
- WMPT-TV (Ch. 22), DC metro/Annapolis
- WCPB-TV (Ch. 28), Salisbury
- WFPT-TV (Ch. 62), Frederick
- WWPB-TV (Ch. 31), Hagerstown
- WGPT-TV (Ch. 36), Oakland