Second opinions help when they foster honest and supportive communication, enabling consumers to reach an informed decision.
Content moderators like these workers make decisions about online communities based on company dictates.
Ilana Panich-Linsman for The Washington Post via Getty Images
In the days of online bulletin board systems, community members decided what was acceptable. Reviving that approach to content moderation offers Big Tech a path to legitimacy as public spaces.
Digital payment methods may automatically prompt you to leave a gratuity.
AP Photo/Nam Y. Huh
Tipping seems to be more coercive and less tied to service quality these days.
One-third of customers will return to a hacked site without even changing their password, according to a recent study.
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Companies tend to focus on appeasing angry customers after a data breach. New research shows they may want to pay more attention to customers who are afraid to return to their site.
Would you decline a free upgrade to first class in order to sit next to a companion in coach?
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New research on our desire to create shared memories with the people we care about offers insights for companies that want to improve their customer service.
Discrimination can be hard to pick up.
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Decreased patience and heightened emotions have created a cycle of frustration, with rude customers having abrupt interactions with stressed out service workers.
We often talk about ‘emotional labour’ as performed by those who take on the emotional workload within families or relationships. But the term has a specific meaning – and that’s not what it is.
Users don’t expect that a more convenient way to get coffee will lead to privacy violations.
(Shutterstock)
The Tim Hortons consumer app was found to have collected detailed user information, including location data. As a privacy violation, this challenges perception of Tim Hortons as a trusted brand.
Tipping reshapes the relationship between workers and their managers, and workers and consumers. In doing so, it has wide-ranging effects on workers.
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One person out of three does not dare to turn to the supplier in case of problems. Feeling of shame, as well as doubts about the ability of the person they are dealing explain that figure.
Marketers will soon be able to use AI-assisted vocal analysis to gain insights into shoppers’ inclinations – without people knowing what they’re revealing or how that information is being interpreted.
Elmina Castle Museum is a popular tourist attraction in Ghana.
Wikimedia Commons
Anthony Dukes, University of Southern California and Yi Zhu, University of Minnesota
Bad customer service is actually good for companies’ bottom lines.
Businesses are weighing up the costs of queuing and using innovative ways to do away with queues, or at least make the perceptions of waiting less painful.
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