Marketing

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Misguided attempts to improve satisfaction can damage a company's financial health.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

State Street navigates the rough waters of using social media in international finance.

As daily life goes digital, Hearsay Social develops a social media platform to generate sales leads.

DBS Bank is remaking itself from a transaction company to an information company using emerging technologies.

Consumer trust in online ratings may be misplaced, according to recent research.

Emphasizing customer participation is an important vehicle for generating valuable repeat business.

Research suggests that a good corporate logo can have a positive effect on customer commitment.