ServiceFriday: Interesting Reads for Service and Beyond

Welcome to the CSL’s “ServiceFriday”. Each Friday we post three summaries from some of our favorite sources from research literature, news articles, blogs, and more. The posts are curated to cover topics that are interesting, relevant, and thought provoking in the realm of service, business, education, and beyond. If you like our blog and posts, …

ServiceFriday: When Success Does Not Predict Success – Barriers to Innovation

Success breeds success. The old saw might seem logical, but it does not always play out in the services market. In fact, service firms that are already productive with existing services may not be able to replicate that success with new service innovation.  “Being productive in existing services increases a firm’s willingness to innovate new …

ServiceFriday: Interesting Reads for Service and Beyond

Welcome to the CSL’s “ServiceFriday”. Each Friday we post three summaries from some of our favorite sources from research literature, news articles, blogs, and more. The posts are curated to cover topics that are interesting, relevant, and thought provoking in the realm of service, business, education, and beyond. If you like our blog and posts, …

ServiceFriday: The Pitfalls and Promises of Expectation Management

Companies try to manage customer expectations by communicating their capabilities, by way of their salespeople and other, non-human channels such as websites. One oft-recommended method is to promise the customer less than the firm is capable of producing, then delighting the customer by over-delivering. But is this a smart strategy? Research published in the Journal …

ServiceFriday: Tell Me About It – Getting the Front Line to Share Customer Complaints

Customer complaints are alarm bells: the voice of an unhappy customer can help a company understand where it needs to refine its service procedures. But managers never learn about 71 percent of customer complaints because front line employees are not reporting them. Research published in the Journal of Service Research identifies three factors that affect …

Strategic Service Institute: Implement Excellence Now While Innovating for Tomorrow

Is the customer experience at your company frictionless? Douglas Olsen, faculty director of the Strategic Service Institute, describes the omni-channel customer experience this way. A customer starts by searching online. Then she goes to the physical store where she looks at the product, but also continues her on her phone for other choices, merchants and …

ServiceFriday: Interesting Reads for Service and Beyond

Welcome to the CSL’s “ServiceFriday”. Each Friday we post three summaries from some of our favorite sources from research literature, news articles, blogs, and more. The posts are curated to cover topics that are interesting, relevant, and thought provoking in the realm of service, business, education, and beyond. If you like our blog and posts, …