Employers feel no love for unscrupulous practice of 'service sweethearting'
Friday, February 10, 2012 - 14:30
in Mathematics & Economics
A new study led by two Florida State University marketing professors finds that some frontline service employees who are rewarded for hikes in customer loyalty and satisfaction also may engage in "service sweethearting," a clandestine practice that costs their employers billions of dollars annually in lost revenue.