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, …

Flat Out Wrong: Why Flat Rates Might be Hurting the Service Industry

“You have used all of your high-speed data for this billing period. You are now using low-speed data until…” This is one common example of what is known as a “flat-rate bias”. Flat-rate pricing exists when a fixed fee is charged for a service instead of the customer paying for their actual usage. Another popular …

ServiceFriday: Performance Enhancing…Transparency?

In a world where service providers are growing more aware of the importance of being transparent with customers, a group of researchers conducted a study to interpret what constructs the performance transparency of service firms. The researchers then tested the effect of performance transparency on customer perceptions and examined the impact a firm’s ability to …

ServiceFriday: Don’t Judge a Healthcare Professional by Their Cover

Used-car salespeople are more often than not depicted as being loud, aggressive, persistent, and male. This is what is known as a stereotype and it’s one aspect of the service industry that can hurt both the customer and service provider. Stereotyping exists when an individual is believed to have matching characteristics or behaviors to a …

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, …