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
Research by Rellie Derfler-Rozin
Managers can mitigate the effects that verbally abusive customers have on employees
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.
This new permissiveness towards economic controls that measure capital and currency restrictions, capping interest rates, and imposing import and export licenses, are finding their way back into the policy toolkit.
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.
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.
U.S. law makers should avoid, or at least restructure, giving American firms another tax holiday in attempts to get them to reinvest their foreign earnings domestically, according to research by Mike Faulkender, associate professor of finance. His findings show the reinvestment from tax holiday created by the 2004 American Jobs Creation Act (AJCA) – which cut the tax rate from 35% to 5% -- was marginal and primarily from smaller companies. Big firms applied very little repatriated funds to new investment.
Read the fall 2012 issue of Research @ Smith.
