It is typically assumed that all promotional advertising and positive word of mouth is beneficial for a company. However, research has shown this can actually hinder a company’s ability to thrive when the amount of competition is high in the market. In the article, “Strategic Implications of Keeping Product Value Secret from Competitor’s Customers,” the …
The service industry has always been centered around face-to-face encounters between businesses and customers, but with new developments such as AI, robots, and virtual reality, new “spaces” of interaction have been added to the mix. Businesses have to consider digital, physical, and social spaces and until recently, they have been regarding these as fully separate …
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, …
The hit T.V. show Spongebob Squarepants turned 20 years old this past May and one iconic episode featured Bikini Bottom’s lovable sponge with a tough choice many consumers are faced with: choosing a product from an assortment. Tasked with choosing between the “best paper towel around” and the “best paper towel in town”, Squarepants elects …
Is there any real difference between choosing a fast food place for dinner and choosing a pediatrician for your child? Absolutely there is, but the reason goes beyond the context of the service’s impact. One is an experience service, which is a service with attributes that can be evaluated with actual experience of the service. …
