The latest survey found consumer problems are up and corporate complaint-handling improved.

Marketing Chair and PetSmart Chair in Service Leadership Amy Ostrom wanted to understand how service robots might positively influence customers’ frontline experiences in the future.

Research by Professor Emeritus of Marketing Robert Cialdini outlines six key principles of persuasion.

How much was the college basketball championship worth to Phoenix? According to a study commissioned by the Phoenix Local Organizing Committee and conducted by the Seidman Research Institute: $324.5 million. The experience university volunteers gained? Priceless.

Research finds that people are less likely to use and enjoy beautiful consumables.

Regents’ Professor Emeritus of Psychology and Marketing Robert Cialdini's research found social norms have a significant effect on what we toss into the blue bin.

Companies may be losing more customers than keeping them because of ineffective customer service efforts, according to the 2015 Customer Rage Survey.

Michael Vick's apparent involvement in the brutal "sport" of dog fighting is the latest incident to focus attention on celebrity endorsements.

Companies typically try to acquire the kind of customers that are immediately profitable, or show the most potential for long term value.

Telecom giant Sprint-Nextel recently decided about a thousand of its customers were just a little bit too demanding, so it went ahead and fired them. The remarkable move made headlines nationwide and since has left business analysts to ponder two questions. First, was Sprint justified?