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Faculty research translated for managers, founders, and policymakers.

In focusMarketing

Five Takeaways on How Frontline Employees Improvise

Interviews 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.

Research featuringSteven W. Rayburn, Sidney T. Anderson

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Illustration of an airline agent at an airport counter, smiling as she points to a hand-drawn alternate route on a map for a traveler whose flight shows as cancelled on the board behind them.
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October–December 2025

Illustration of an airline agent at an airport counter, smiling as she points to a hand-drawn alternate route on a map for a traveler whose flight shows as cancelled on the board behind them. Five Takeaways
Marketing1 min read

Five Takeaways on How Frontline Employees Improvise

Interviews 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

One research-backed idea, every Thursday

Short summaries of new faculty work, with what it means for managers.