Many banks, airlines, hotels, and health care providers have raced to put as many service activities as possible online. Companies looking to reduce overhead think their customers like the greater freedom. But Professor Elliot Rabinovich finds this line of reasoning flawed. Virtual services are a key aspect of today’s multi-channel service provider environment, but customers do not actually prefer online and phone capabilities for all services, his new research shows.
February 27, 2013
Two top-ranked programs at the W. P. Carey School of Business have joined forces to launch an accelerated
Two top ranked academic programs at Arizona State University have joined forces to launch a specialized
The West Valley outside Phoenix has emerged as an important center for warehousing and distribution