Understanding the Differential Effects of Anxiety and Anger

[We’re pleased to welcome authors, Laurie J. Barclay of Wilfrid Laurier University, and Tina Kiefer of the University of Warwick. They recently published an article in the Journal of Management entitled “In the Aftermath of Unfair Events: Understanding the Differential Effects of Anxiety and Anger," which is currently free to read for a limited time. Below, … Continue reading Understanding the Differential Effects of Anxiety and Anger

Unhappy Customers? Here’s How To Deal

With the advent of social media, dissatisfied customers can easily vent their frustrations in a very public way. But a study published in the latest Journal of Service Research issue, and highlighted this week on BusinessNewsDaily, shows that companies can turn social media to their advantage in such situations. From BusinessNewsDaily: "When customers can vent … Continue reading Unhappy Customers? Here’s How To Deal

It’s Unfair: Why Customers Who Merely Observe an Uncivil Employee Abandon the Company

Christine Porath, Georgetown University, Deborah MacInnis and Valerie S. Folkes, both of University of Southern California, Los Angeles, published "It's Unfair: Why Customers Who Merely Observe an Uncivil Employee Abandon the Company" on April 17, 2011 in the OnlineFirst collection of the Journal of Service Research. This article has received impressive attention from the press with … Continue reading It’s Unfair: Why Customers Who Merely Observe an Uncivil Employee Abandon the Company