Research Summary

Transparency and Service Operations

by Ethan S. Bernstein

Description

In modern organizations, customer service associates find themselves being watched by both customers and managers. How much does observation of customer service associates by managers (who do not have direct contact with the customer) improve or reduce levels of customer service? How much does observation by customers (who do not have direct contact with organizational leadership and policies) improve or reduce levels of customer service? Research is currently in-progress to investigate both of these questions.