ServiceFriday: Servitization Makes Dance Partners of Suppliers and Customers

Companies such as equipment providers have added services to their product offerings, responding to increased competition and changing customer expectations. In many cases, revenues realized from services now exceed revenues derived from products, and firms have new understanding of how to fulfill customers’ needs. The result is a new way of doing business where the …

ServiceFriday: Customer Involvement in the Service Design Process

What does your customer really need? Customers possess unique knowledge about usage necessary if companies are to design successful services. But customers also have what researchers call latent needs: requirements or issues that users themselves do not perceive or cannot articulate. To address this, many companies involve customers in co-creating innovations, but seldom do they …

ServiceFriday: Which Leaders Affect Customer Orientation Most? Depends on the Team

Leaders of firms that strive to provide superior customer service build customer orientation (CO) into their culture. Customer orientation is an attribute of individual employees in these firms, but many companies are now organizing service through teams. Creating consensus around customer orientation among the individuals on a team is a new element of the leaders’ …

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: Employee Emotional Competence as a Critical Value-Driver for Customers

While service managers understand the importance of frontline service employees possessing emotional intelligence (EI), a study authored by Cécile Delcourt, CSL Faculty Network member Dwayne Gremler, et. al, in the Journal of Service Research found that it is in fact more critical that employees possess something called emotional competency (EEC).    In the study, the …

ServiceFriday: Interesting Reads for Service and Beyond

This week we are doing something a little different for ServiceFriday. We are featuring the top three blog posts from the CSL that deliver relevant and compelling content for service science. The posts consist of a case study on branding and service experience, an article on customer co-creation, and a webinar on leveraging data 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, …

ServiceFriday: I Really Want to Tell You I’m Sorry – How to Structure a Good Apology

Economists have come to recognize the importance of establishing trust and reciprocity in human interactions around financial transactions. Additionally, networks of trust and reciprocity are essential for bolstering all economic exchange.   However, relatively less is known about the consequences of a violation of trust or reciprocity in customer relationships. When it comes to customer relationships, …