Author: Center for Services Leadership

It’s Time to Play! Leverage the Power of Games to Promote Service Outcomes

by Michael Wiles “Life is more fun if you play games” – Roald Dahl, My Uncle Oswald How do you engage your customers?  Motivate your employees?  Make it a game!  Service firms are increasingly turning to gamification to enhance consumer and employee outcomes. It isn’t just teenage boys who care about games. Industry estimates are that …

Does Intangibility Make Service Innovation More Difficult?

by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched.  It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …