Marketing

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.

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.

A marketing professor at the W. P. Carey School of Business examines the client-supplier relationship in a recent research survey. Her discovery: In order for the dance of the business-to-business deal to be successful, employees' individual relationships with clients must play a part and communication is key.