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, …

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ServiceFriday: When Success Does Not Predict Success – Barriers to Innovation

Success breeds success. The old saw might seem logical, but it does not always play out in the services market. In fact, service firms that are already productive with existing services may not be able to replicate that success with new service innovation.  “Being productive in existing services increases a firm’s willingness to innovate new …

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: The Pitfalls and Promises of Expectation Management

Companies try to manage customer expectations by communicating their capabilities, by way of their salespeople and other, non-human channels such as websites. One oft-recommended method is to promise the customer less than the firm is capable of producing, then delighting the customer by over-delivering. But is this a smart strategy? Research published in the Journal …