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The vicious circle of customer loyalty
In a study published in the Journal of Marketing, my co-authors and I analyzed data from over 7,500 consultations with customers in the retail sector, including car dealerships, furniture outlets,…
The world can be local
A common theme in literature on organizational learning is the importance of learning from sources outside an organization’s boundaries. Unfortunately, organizations tend to collect external…
Don’t say "sorry": Proactively build your customers’ resistance against service failure
Maintaining customer satisfaction is a difficult endeavor that presents at least two obstacles: First, since variations in service performance levels are hard to avoid, service failures are common…
What would a 'Brexit' mean for Europe?
Europe faces one of its most challenging situations in decades and stands at the crossroads. A Brexit could trigger similar movements in other EU countries, in the Netherlands for instance, and…
Innovation challenge: Why companies kill great projects and how to avoid this happening
“It’s not fair.” All parents have heard this statement from their children, and all developers have said it more than once. In the race for R&D budgets within companies, project leaders whose…
A proposal for GH7/G20 policy coordination to strengthen global productivity and output growth
The progressive integration of the global economy over the past 70 years has achieved massive increases in output and per capita income and has brought millions of people out of poverty. But now…
At ESMT Berlin, Bitcoin pays off
ESMT students have been welcome to pay their tuition with bitcoin since December 2016, when ESMT became the first German university to accept bitcoin as payment. In the interview, Garlichs explains…
ESMT Berlin offers scholarships for women in IT leadership positions
One of the scholarships is provided in cooperation with the 30% Club, a worldwide initiative for gender equality aiming to increase the number of women in management positions. The application…
ESMT Berlin celebrates German Diversity Day
The school celebrates this by taking part in the initiative’s German Diversity Day today. At an internal event, hosted by the ESMT Inclusive Leadership Roundtable (ILRT), staff, faculty, and students…
Second Global Network survey: challenges remain for women in global business
The results show that women are still underrepresented in business leadership roles worldwide, which can be traced back to specific reasons including the reconciliation of work and family life and…
