The CSL has launched a weekly feature on our blog called “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. …
What are the pricing objectives that service organizations pursue to price their services? And how does the market structure impact these objectives? A study in the Journal of Service Marketing by Kostis Indounas found that among 700 companies in the logistics, financial services, IT and airline industry, companies are “mainly interested in maintenance of existing …
In an article published in the Journal of Service Management, CSL Faculty Ruth Bolton with co-authors including CSL Faculty Network members, Janet McColl-Kennedy, Andrew Gallan, and Lars Witell, presented a new take on the concept of customer experience and its connection to physical, digital and social realms. While past research mainly focused on the separate …
While many online retailers like Amazon nowadays use parallel zoning or conveyer belt-based order-to-man approaches in their warehouses, dubbed Customer Fulfillment Centers, Ocado Plc., a British online supermarket company, has now raised the bar of online grocery shopping by deploying robots to assemble customer orders. The Ocado system, aptly called a hive, has captured the …
The CSL is excited to launch a new weekly feature on our blog we are calling “ServiceFriday”. Each Friday we will 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 …
“By 2020, it is estimated that 85 percent of all customer interactions will take place without a human agent”. To improve their customer experience, speed up the process of service recovery and cut costs, services management increasingly starts to rely on automatized solutions, so-called “service robots” to handle the customer interactions. In a recent research …
“…customers are more satisfied with failed service encounters when they are aware the employee was reprimanded.” This research paper by Pugh et al. proposes a new and very cost-effective approach to mediate service recovery. To be effective, however, corrective actions must be performed in a very specific way: “One of the challenges associated with employee …
For strategic executives trying to figure out the location for the next expansion of their business, the decision might have just become a little bit easier. In a research paper published in the Economics of Education Review in September 2018, Anna Valero and John Van Reenen examined the economic effect of universities on their surrounding …
This new white paper by the Center for Services Leadership captures learnings from the 2018 Compete Through Service Symposium, which was held in October 2018 in Scottsdale, Arizona. The Symposium’s themes, Tech that Propels the Future of Service and Mastering Service Culture are discussed in the white paper along with key takeaways and insights that …
When E. Coli was discovered in romaine lettuce this spring, grocers across the country pulled the greens from their shelves and consumers were warned not to eat any they had purchased. Since food borne illness does not wait for business processes to confirm the exact source and culprit, retailers were forced to pull all produce …
