401
How Should Businesses Respond to Bad Online Reviews?
According to Forbes, 72% of people trust online reviews just as much as they would trust the opinion of a […]
1375
service recovery
Security Breach: How Managers Should Respond
After hackers stole millions of LinkedIn passwords this month, resulting in a $5 million class-action lawsuit, the social networking site’s […]
621
Emotional Intelligence & Service Failure
“Emotional Intelligence as a Moderator of Coping Strategies and Service Outcomes in Circumstances of Service Failure,” by Mark Gabbott of […]
714
