Bauer Business Focus

Why Customers Shouldn’t Insist On Being Always Right

Rice University professor Jing Zhou says empowering their service providers benefits customers.

Rice University professor Jing Zhou studied interactions between hair stylists and their customers in Taiwan.

We often hear that in the service industry “the customer is king” or “the customer is always right.”

But what if that thinking leads to the customer actually being less well served?

Jing Zhou is a management professor at Rice University’s Jones School of Business.

Her research looked at hair stylists in Taiwan and suggests service providers should be given more freedom.

We spoke with her for this week’s Bauer Business Focus.

You can listen to the interview by clicking on the play button above.

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Florian Martin

Florian Martin

Business Reporter

Florian Martin is currently the News 88.7 business reporter.Florian’s stories can frequently be heard on other public radio stations throughout Texas and on NPR nationwide. Some of them have earned him awards from Texas AP Broadcasters and the Houston Press Club.Florian is a native of Germany. His studies in Leipzig...

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