– Written by Jack Lechich for the Center for Services Leadership In one episode of the hit sitcom Seinfeld, Jerry’s car gets stolen so he must use a rental car in the meantime. As is typical for the show, another hilarious service failure ensues as the rental car agency employee informs Jerry that, despite his reservation, …
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, …
– Written by Natalie Both for the Center for Services Leadership Businesses are constantly faced with the question of how to more effectively engage customers with their brand. Encouraging positive word-of-mouth between consumers can be beneficial, but how influential is the means through which they choose to communicate? With online review platforms so readily available, consumers …
– Written by Natalie Both for the Center for Services Leadership Service technologies are constantly being created and improved, which can provide a multitude of new opportunities for businesses, customers and users. However, businesses tend to lean towards focusing too much on technological improvements, as opposed to customer value. How then can organizations continue to benefit …
– Written by Natalie Both for the Center for Services Leadership Climate change sits high on the list as one of the most controversial and critical debates of today. Changes are having to be made, not just in individuals’ lives, but in the management of organizations as well. However, for a variety of different reasons, many …
You arrive at your destination on time, but your luggage doesn’t—and when it does, it’s somebody else’s. That’s a spectacular service failure, and one that’s easy to describe. But not all bad service experiences are as clear cut. Sometimes a customer will be unhappy about her interactions with your company, but she won’t be able …
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, …
– Written by Jack Lechich for the Center for Services Leadership Gone are the days of Carl’s Jr. producing commercials with scantily clad women pretending to eat their burgers by taking bites the size of which would make NFL offensive lineman Aaron Donald impressed. Carl’s Jr. may have been criticized for choosing to use the …
– Written by Jack Lechich for the Center for Services Leadership Often considered to be one of the greatest television shows ever made, Seinfeld was no stranger to making bold and unconventional moves. A stand-out example of this occurred when the show air the episode, “The Chinese Restaurant”. The single-setting plot revolved around Jerry, Elaine …
