Service firms must remember that the way they treat their employees is exactly how those employees will, in turn, treat customers. As such, taking good care of frontline personnel should be a top management concern. One way that service employees can be shown they are valued members of the...

Using high-level tasks typical of managerial decisions, this experimental study examined the influence of computer assistance on solving ill-structured problems. Of specific interest were the influences of complex and simple assistance on decision performance and decision maker attitudes. Our...