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The Conversation USA

Why bad customer service won't improve anytime soon

  • Written by Anthony Dukes, Professor of Marketing, University of Southern California
Bad customer service is increasingly good for companies who use it.Sichon/Shutterstock.com

Some of the most hated companies in the U.S. are also the most profitable.

Much of this consumer resentment may stem from poor customer service. In fact, most Americans have fought with phone menus, desperately seeking a live service agent to seek a refund.

In...

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