Media Coverage

While responding to complaints on social media can help develop a rapport with customers, it can also trigger new complaints, according to a study from professors at the University of Maryland, Carnegie Mellon University and Cheung Kong Graduate School of Business, in China.

The study, which was published in Marketing Science, a journal of the Institute for Operations Research and the Management Sciences (INFORMS), explains the side effect of customers coming to expect help and giving them more of a reason to speak up in the future.

“People complain on Twitter not just to vent their frustration,” said one researcher, Liye Ma. “They do that also in the hope of getting the company’s attention. Once they know the company is paying attention, they are more ready to complain the next time around.”

INFORMS has a definition that is commonly used and I think does a great job of answering the question: What is analytics? INFORMS defines analytics as the scientific process of transforming data into insights for the purpose of making better decisions. Analytics is always an action-driven approach. There is always a decision to be made when we look at doing analytics. Coming from a data science background and working with a lot of statisticians, data scientists love to analyze data just for the sake of analyzing it. However, it is important to ensure our analysis is driving business action. Ultimately, we want analytics to empower an organization's vision.

Think there’s no such thing as a high-paying, low-stress job?

Think again.

Career information expert Laurence Shatkin, Ph.D., compared average salaries and stress levels of the 767 occupations identified by the U.S. Department of Labor to identify jobs with that perfect combination of high pay and low stress, and it turns out there are plenty.

The “stress tolerance” for each job is a rating on a scale from zero to 100, where a lower rating signals less stress. It measures how frequently workers must accept criticism and deal effectively with high stress on the job. The data was gathered from the U.S. Bureau of Labor Statistics and U.S. Occupational Information Network.

Here are 24 jobs that pay more than $70,000 a year, on average, and earned a stress tolerance rating of 70 or lower, in order from lowest to highest stress score...

Operations Research Analysts

Stress tolerance: 63.0

Average annual salary (2014): $82,940

What they do: Use advanced mathematical and analytical methods to help organizations investigate complex issues, identify and solve problems, and make better decisions.

Education requirements: Many entry-level positions are available for those with a bachelor’s degree, but some employers prefer to hire applicants with a master’s degree or Ph.D.

Stress tolerance is measured by the Bureau of Labor Statistics and Occupational Information Network, with lower scores indicating less stress on the job.

Rules that encourage cooperative behavior lead people to develop altruistic responses even in new contexts, a new Yale-led research found.

This spillover effect suggests it is possible for organizations or even entire cultures to foster “habits of virtue,” said David Rand, assistant professor of psychology and economics at Yale and senior author of the paper appearing in the journal Management Science.