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: Loyalty Programs as Competitive Tools

It is common practice to try and retain customers through loyalty programs (LPs) that typically offer rewards for continued business as incentives to stay with the company. LP’s, however, can be costly to service providers if the rewards can be easily replicated or lead to a price war. How, then, can service providers adequately offer …

ServiceFriday: Improving the Customer Experience

What do Disneyland and Harvard University have in common? They both represent complex service systems that offer very unique customer experiences. The traditional definition of customer experience has been “The perceived outcome of the customer interacting with the firm during the service process.” Recent conceptualizations and theories have led to the emergence of a 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. This week, we are featuring three blog posts you might not have yet seen that deliver relevant and compelling content for service science.  The posts consist of: A podcast interview …