![young woman sat on the sofa in her living room is on the phone to her bank or insurance provider](https://blog.kelley.iu.edu/files/2021/02/iStock-638601638.jpg)
BLOOMINGTON, Ind. – In Lily Tomlin’s classic SNL comedy sketch, her telephone operator “Ernestine” famously delivers the punchline, “We don’t care. We don’t have to. We’re the Phone Company.” But new research finds that satisfied customers mean increased profits even for public utilities that don’t face competition. Little is known about effect of customer… Read more »