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
Research by Liu Yang
Female corporate leadership can neutralize the gender wage disparity
Firms can take advantage of capable women leaders and position them to nurture a culture of gender equity and subsequent broader base of incentivized workers that feel treated fairly
When Eric Spiegel visited the Robert H. Smith School of Business to give his CEO @ Smith presentation, he was just as excited as the students were to be there. President and CEO of Siemens Corporation, Spiegel spoke to the crowd of business and engineering students with a palpable passion for his company and enthusiasm for the D.C. region that was evident from the get-go. [VIDEO]