travel frustration

Does fierce competition lead to better quality products and services? The evidence in the airline industry suggests it does

Consumers view businesses as people and their transactions as zero-sum games. No wonder we think they’re are out to get us

workplace rudeness

Far from harmless, workplace incivility can make female targets question their own parenting skills


As junior lenders, bondholders benefit when big banks monitor loans, but the risk of creditor conflict is eventually priced in


The practice of mindfulness has a positive impact on transformational leadership – but it’s not a cure-all

boy with telescope

You can learn a lot from distant competitors that your closest rivals overlook

team in meeting room

Within just 20 minutes of coming together, team members will form expectations that will determine their ultimate success

segregated movie theatre

Not even the profit motive could counter the segregation of American theatres

pulling plug

The practice of buying out the competition just to neutralize potential disruption has implications for both consumers and future innovation

starbucks rewards

When overhauling their loyalty programs, firms can find a way to leave no customer behind and still make money

Smith School of Business
Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

Follow Smith Business Insight on: