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Professor Melissa Schilling explains why collective bargaining agreements for bank employees might result in diminished service for customers

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Excerpt from Bloomberg -- "'The bank would have less ability to incentivize the tellers and the personal bankers and the call-center workers to provide really high-quality service,' says Melissa Schilling, a management professor at New York University’s Stern School of Business. 'It might become a lot more like going to the DMV, which none of us wants to do.'"

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