ServiceFriday: Determining Compensation Size for Recovery Satisfaction

– Written by Natalie Both for the Center for Services Leadership Herd mentality is a phenomena that can cause people to react irrationally and emotionally to situations they may not normally care about. In times of service failures, the same can occur with customers’ responses. In a setting where multiple customers are affected simultaneously, such …

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ServiceFriday: Not Slick Enough: How Customers Perceive Weight Discrimination

– Written by Jack Lechich for the Center for Services Leadership According to the National Center for Health Statistics, a little over 70% of the U.S. population is overweight and the World Health Organization noted that in 2018 the worldwide overweight population doubled between 1980 and now to a staggering 1.9 billion overweight adults. To …

CSL’s Executive Director Emeritus Mary Jo Bitner Receives Honorary Doctorate

– Interview conducted and post written by Jack Lechich for the Center for Services Leadership On October 25, the Hanken School of Economics in Helsinki, Finland conferred the CSL’s own Executive Director Emeritus Mary Jo Bitner an Honorary Doctor of Hanken for her contributions as a leader and pioneer in the development of the service …

ServiceFriday: Riveting Research on Restaurant Reviews

– Written by Jack Lechich for the Center for Services Leadership To celebrate the 500th episode of The Late Late Show with James Corden, Corden invited world renowned chef Gordon Ramsey to participate in a skit with himself and Big Brother’s host Julie Chen. Ramsey, never known for his patience or holding back on his critiques, …

ServiceFriday: Everything is a Service

– Written by Natalie Both for the Center for Services Leadership The service industry has an extensive history of being perceived as separate from the goods-centered industry. Beginning with the Industrial Revolution, a need arose for marketing built on a goods-centered, manufacturing-based model of business, and since then, scholars have sought to create a subdiscipline …

ServiceFriday: California Conundrum – Wildfire’s Impact on Service Delivery

 – Written by Jack Lechich for the Center for Services Leadership (Jack is from Stockton, California) Despite the number of wildfires decreasing from their peak in 1980, U.S. Secretary of Agriculture Sonny Purdue stated in September 2017 that the U.S. was spending more than $2 billion to combat fires. According to the U.S. Department of …