In the Retail Trenches

How do employees compensate angry customers? A lot has to do with the server’s cultural background.

Where to look for answers beyond touchpoints and customer expectations
Friendliness without friendship may undermine customer relationships

The best lessons usually come from failure. To learn those lessons, entrepreneurs need to keep their emotions in check

What investors need to know about the curious link between good governance and environmental practices

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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