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.
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.
The future of tipping should be defined by Canadians, not businesses seeking to shift responsibility for worker compensation onto consumers.
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.
New research puts the spotlight on how customers deal with chatbots and suggests ways to improve these sometimes frustrating experiences.
We’ve developed a new, practical guide for Australians organisations wanting to ask better questions about their diverse customers and employees.
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.
Ghana’s museums can improve visitor numbers by paying attention to customer satisfaction.
Bad customer service is actually good for companies’ bottom lines.
Businesses are weighing up the costs of queuing and using innovative ways to minimise these costs by doing away with queues.
Traditional customer service is struggling as consumers solve problems online and expect options in person.
Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Restaurant tipping came to North America in the early 20th century and has become well-established here even as the practice is less common in the U.K. and Europe. Is it time to rethink it?
Expect customer service to get worse as artificial intelligence steps in.
Timing your call can be crucial to fend off frustration.
Today’s manifestations of the gig economy are tilted in favour of too few beneficiaries, and are not built to last.
How not to handle it – British Airways have offered up a textbook example of getting almost everything wrong.
A new study shows that restaurateurs would be better off advocating for better public transport access to their precincts rather than for more parking.
But standards of service are so low across the US airline industry that United may well get away with it.
By responding to passenger violence by training staff, airline management fail to address fundamental issues with their low cost profit model.