Researchers from Michigan State University, University of South Florida, St. John's University, and American Customer Satisfaction Index (ACSI) published a new paper that analyzes relationships ...
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Service and Experience with J. N. Halm: Mind over heart: The empathy equation in online complaint management
“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...
A well-written procedure documenting the complaint management process, including the creation of a complaint form, is required by the QSR. By Bob Mehta I have always experienced great difficulty in ...
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