ServiceFriday: Joining Different Views – How to Deliver a Wholesome Customer Experience

In an article published in the Journal of Service Management, CSL Faculty Ruth Bolton with co-authors including CSL Faculty Network members, Janet McColl-Kennedy, Andrew Gallan, and Lars Witell,  presented a new take on the concept of customer experience and its connection to physical, digital and social realms. While past research mainly focused on the separate …

ServiceFriday: Busy as a Bee – A Look into the Warehouse of the Future

While many online retailers like Amazon nowadays use parallel zoning or conveyer belt-based order-to-man approaches in their warehouses, dubbed Customer Fulfillment Centers, Ocado Plc., a British online supermarket company, has now raised the bar of online grocery shopping by deploying robots to assemble customer orders. The Ocado system, aptly called a hive, has captured the …

Introducing ServiceFriday: Interesting Reads for Service and Beyond

The CSL is excited to launch a new weekly feature on our blog we are calling “ServiceFriday”. Each Friday we will 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 …

ServiceFriday: Robots on the Frontline and the Future of Services

“By 2020, it is estimated that 85 percent of all customer interactions will take place without a human agent”. To improve their customer experience, speed up the process of service recovery and cut costs, services management increasingly starts to rely on automatized solutions, so-called “service robots” to handle the customer interactions. In a recent research …

ServiceFriday: Channel Your Anger to Manage Service Failures

“…customers are more satisfied with failed service encounters when they are aware the employee was reprimanded.” This research paper by Pugh et al. proposes a new and very cost-effective approach to mediate service recovery. To be effective, however, corrective actions must be performed in a very specific way: “One of the challenges associated with employee …