What Kind of Mindset Must Companies have to Create Great Customer Service?

[We’re pleased to welcome authors Benjamin Schneider of the University of Maryland and David E. Bowen of the Thunderbird School of Global Management . They recently published an article in Journal of Service Research entitled "Perspectives on the Organizational Context of Frontlines: A Commentary," which is currently free to read for a limited time. Below, they reflect … Continue reading What Kind of Mindset Must Companies have to Create Great Customer Service?