Faculty

In the old days, an unpleasant customer service experience prompted an outraged report circulating among a few friends and relatives. Today, a spurned customer has the potential to reach millions through Word of Web (WOW). Two W. P. Carey School of Business marketing professors made a study of the WOW phenomenon, and they have some advice for companies. The worst response is a heavy-handed or threatening move; the most effective response is better customer service.

To wait or not to wait is not the question. Rather, it's how — and to what extent — an imposed delay affects our enjoyment of consumer products. W. P. Carey School of Business marketing professors take a closer look at delays and consumer opinions.

Research team discovers an unintended benefit of the 2002 Sarbanes-Oxley Act: Aside from tightening controls on corporate misbehavior, the law creates better board governance which, in turn, improves a corporation's credibility with the market.

As the Center for Services Leadership at the W. P. Carey School of Business enters its third decade, its founders recall a time when they faced off with skeptics who doubted the importance of services in business education. Today, the Center has earned an international reputation for outstanding research and education in the field.

New research shows world-class measurement systems for strategic sourcing and the supply chain help drive an organization's cost savings, revenue growth, new product development, supplier relationships, and shareholder value. What's the secret?