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Turning customer revenge into reconciliation
June 17, 2013

irate customerPULLMAN, Wash. – Canceled flights, lost luggage, a product confirmed to be “in stock” that turns out to be on back order after you’ve driven 20 minutes to get it – most everyone has at some time experienced anger and frustration over similar service failures. These feelings can, in turn, lead customers to take their business elsewhere, causing the firm to lose a valued patron.

But when a firm strikes out a second time – for example, by failing to resolve the initial mistake – the insult added to injury can lead customers to seek revenge by aggressively … » More …

New book looks at why it happens
January 26, 2009

The recent inauguration of a new president brings to mind the rocky transition of 2001.

 

Clinton administration staffers, upset that Republicans beat the Democrats, removed or damaged the “W” keys on computer keyboards throughout the White House so, when George W. Bush took office, the new staffers could not type his nickname.

 

Though workplace revenge like this usually is not violent, it does beat down productivity and company morale.

 

Over the past 15 years, Tom Tripp — professor of management operations at WSU Vancouver — has been collecting stories for a book on workplace revenge. … » More …

Beasley presents Newton’s Revenge
February 11, 2008

Mad Science presents, “Don’t Try This at Home II: Newton’s Revenge,” the spectacular live stage show that explores the zany side of science today at 7 p.m .

Professor Pruvitt and Crash are back again as they continue to demystify the fundamental Laws of Motion by demonstrating the role physics plays in our everyday lives. With a little help from Sir Isaac Newton, Mad Scientists perform wacky experiments to investigate the principles of inertia, acceleration, actions and reactions.

Prepare to take cover as the scientists unveil their gravity-powered ping-pong ball launcher. Watch two … » More …