Rick Clinton, associate director of knowledge management for Verizon Wireless, has a big job. And he’s part of a big team—over 1,000 people manage the business of customer service, building tools and offering content that supports call centers on the company’s 800 line and technical support line, as well as on Verizon’s website.
The research program at the Smith School of Business is excellent across many different fields. This issue of Research@Smith deals with topics as disparate as healthcare management, capital controls and enhancing service productivity.
Research by Kislaya Prasad
Capital controls spur black markets and murder rates
Manipulating the flow of capital can lead to the mafia culture expanding and contaminating their economies.
Automating customer service functions has become a popular strategy to improve service productivity and cut costs. But too much service productivity can actually cut into a company’s revenue, according to recent research from Roland Rust, Distinguished University Professor, David Bruce Smith Chair in Marketing, and executive director of the Smith School’s Center for Excellence in Service, and Ming-Hui Huang, Distinguished Faculty Fellow at the Center.
Research by Rellie Derfler-Rozin
Managers can mitigate the effects that verbally abusive customers have on employees