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The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr

Customer service staff need to be problem solving not apologising

Traditional customer service is struggling as consumers solve problems online and expect options in person.
In Australia, wage growth is lagging productivity growth across most sectors of the economy. Lukas Coch/AAP

The benefits of job automation are not likely to be shared equally

The productivity gains businesses get some automating some jobs, aren’t being passed on to workers in higher wages, evidence shows.
Shareholders might be less likely to expect tax avoidance and may be pushing companies to pay their fair share. JONO SEARLE/AAP

Companies that pay more tax deliver shareholders better returns: new study

Shareholders appear to achieve greater returns from corporations which are less aggressive tax planners and pay a greater percentage of tax, according to a new pilot study.
Consolidation is happening at a rapid pace. But who will bear the brunt of the costs? Khakimullin Aleksandr/Shutterstock.com

Defanged regulations have big media licking their chops

In the coming year, media companies will be adjusting to a new reality – one that ultimately leaves consumers with fewer choices.
Give a man the means to borrow, so the argument goes, and he can work himself out of poverty. But do microfinances’ claims stand up? wk1003mike/Shutterstock

Does microfinance really alleviate poverty? The 34-billion-dollar question

Small loans from governments and philanthropists are often held up as a route out of poverty. But proper research into whether they work is thin on the ground.

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