Alex Susskind and collaborators look at the impact on restaurant sales of customers’ interest in returning versus customer satisfaction.
Elena Belavina and Ashish Kabra offer guidance to hotels on choosing a bike-share for guests and how cities can best design and run tourist-friendly systems.
What “Oscar Curse?” Heeyon Kim’s research focuses on the effects of positive social status shifts and proximity to high-status brands.
Anderson and Martyn explore how customer contact employees can be trained in the “how” of service, especially when involved in service recovery.
Chris Anderson’s study found that consistency within a brand is increasingly important, as compared to location and reputation across a chain scale.
David Sherwyn and Paul Wagner discuss what constitutes sexual harassment, identify the problems, and propose a solution that could eradicate, or at least mitigate, the reason for the Me Too movement.