Seventy percent of American consumers report having a bad customer-service experience that left them "upset" or "extremely upset" in the last 12 months, according to a new national survey.

Businesses rely on research to gather data and process it into the knowledge needed to identify markets and satisfy customers. When exploring questions about attitudes, beliefs and other intangibles, researchers use Structural Equation Modeling (SEM) to analyze data.

In 1997, Yellow Transportation landed in Fortune magazine's least-admired companies list. "We were a $2.5 billion company," says Greg Reid, senior vice president. "But we kept operating the same old way.

Progressive American universities will need to create a new academic discipline, services sciences, management and engineering, to provide the necessary high-value, services-centric graduates of the future.

Companies like to implement self-service technologies because of the potential cost savings and the appeal of the cutting-edge.

The "Dove girls" advertising campaign has caught the attention of media consumers, and no wonder.

The Supreme Court is expected to rule next month whether Grokster, a Napster-like file-sharing network for downloading music and other digital entertainment, can be held liable for facilitating copyright infringement.

Our possessions are more than inanimate objects; often they are fraught with meaning, negative or positive.

The qualities that set high performers apart from their colleagues have been put under the research microscope of two marketing professors at the W. P. Carey School of Business.

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).