Chair of the Department of Management. His research focuses on frontline employees and service work. Before academia he managed frontline teams in service, retail, and sales organizations. Faculty profile
In a factory, a hotel chain, and a construction services firm, employees who helped coworkers and felt connected to them reported a stronger drive to help others. An ethical climate and room to act set that in motion.
Steven W. Rayburn, Sidney T. Anderson, Jeremy J. Sierra
Interviews in three countries and a survey of 417 U.S. service workers show that going off script is a routine part of frontline work. Confidence, a customer focus, and room to act are what drive it.
Steven W. Rayburn, Sidney T. Anderson Five TakeawaysInterviews in three countries and a survey of 417 U.S. service workers show that going off script is routine. Here is what managers should know.
Steven W. Rayburn, Sidney T. Anderson
Consumers asked to picture the climate future say personal action alone will not change its course. They want a shared responsibility model in which government, companies, and consumers each carry part of the load.
Steven W. Rayburn, Sidney T. Anderson, Gail Zank, Anna M. Turri, Jeremy J. Sierra
Some customers go beyond buying. They help other customers use a product and solve problems with it. A study of a technology firm's online support community maps what these customer-partners give and receive, and what firms must do to bring them into value creation.
Corey Fox, Steven W. RayburnShort summaries of new faculty work, with what it means for managers.