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, …
When a customer reacts negatively to a service failure, how harmful is it for another customer or outside observer to view this reaction? Will the customer on the outside of the interaction attribute the blame to the service provider or to the customer involved? And what factors determine how they choose to place their blame? …
Service providers have primarily utilized social media to generate positive word-of-mouth. However, what happens when customers spread negative reviews through online platforms, and how can service providers recover from this? In an article published in the Journal of Services Marketing, the authors observe how companies can implement service failure recovery strategies through social media, specifically …
Advertising for niche versus popular products can be very different, especially in e-commerce. In order to reduce shoppers’ search costs and direct their attention to goods or services they would especially like, retailers utilize certain passive and active marketing tools. In the article, “The Effectiveness of E-tailers’ Communication Practices in Stimulating Sales of Niche Versus …
