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Dolan School of Business faculty member interviewed for investigative series

Gerald Cavallo, Ph.D., associate professor of marketing in the Dolan School of Business, was interviewed about customer service and consumer protection. Dr. Cavallo’s interview appeared as part of a special investigative series produced by the station’s news team: Cavallo, an expert in consumer satisfaction, said he’s heard plenty of similar stories of customers getting lost in a maze of automation. Cavallo said customers chasing low prices have to remember that something has to give to get that bargain. “Something has to be given up and what’s being given up here is the service factor,” Cavallo said.

Appeared on WFSB-TV, CBS affiliate in Connecticut, evening news on 2/11/10

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