Thursday, March 10, 2011, 7:30 p.m.; Sunday, March 13, 2011, 7:30 a.m. Preventing Employee Sabotage     Why does it pay to be nice to your waiter? Because if you don’t, he’ll spit in your soup. That’s a concern not only for diners, but managers, who know that great customer service is key to building brand and customer loyalty. Most companies hope their employees are behaving in a friendly, professional and patient manner toward customers, and fulfilling their requests. But sometimes employees actively sabotage customers.

New Research Offers Strategies for Inclusion in a Multinational Organization

With the right person in charge, finds new research, it’s possible to be the type of employee companies want: ethical and creative.

When it comes to empowering a team to do their best work, you don’t want a narcissist at the helm, finds new research.

Do you ever feel like you are being left out of watercooler conversations, inside jokes and the fast track for promotions? Your manager might be playing favorites.

Western-based managers who feel out of sync with their teams might need a new word in their vocabulary. Maryland Smith professor Hui Liao examines the Chinese construct of moqi.

Scholars point to transformational leadership as being one of the more useful leadership skills, and two Smith School researchers reveal why.

Encouraging team members to voice their constructive opinions and concerns about work-related issues leads to performance and safety gains, according to new Smith School research.

Creative employees are great at justifying deviant behavior. Smith School professor Hui Liao identifies a boundary condition that keeps them in line.

Companies can be friendly and slimy at the same time. Some firms even use great service as a cover for failure to protect consumer interests.