Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring ...

Anthony Dukes receives funding from the Marketing Science Institute. Yi Zhu receives funding from the Marketing Science Institute and 3M Non-Tenured Faculty Grant. Some of the most hated companies in ...

Complaints about the quality of customer service are on the rise, and a new study suggests consumers have reached the boiling point. Researchers at Arizona State University’s business school have ...

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