ServiceFriday: The Downside of Beauty – Server Attractiveness and the Taste of Your Food

Businesses and researchers know that beautiful environments – attractive colors, artful shelf displays, pleasing sounds and smells – affect customer behavior and enhance the consumption experience. Many restaurants have adopted the strategy, employing good-looking servers and bartenders in an effort to please customers and garner good word-of-mouth. Research has shown that many customers believe physically …

ServiceFriday: Which Customers Award More Five Star Reviews?

Customers are doing their research before buying, and increasingly they are relying on other people for the information they want. They consider online reviews, social media recommendations and word of mouth, searching for non-commercial, unbiased advice. Marketing scholars have started to study this behavior, but only lately have looked at customer groups and the differing …

ServiceFriday: Building Customer Engagement Through Conscious Capitalism

Improving customer experience and engagement has been ranked by the Marketing Science Institute as one of the most important challenges for companies in coming years. Using examples drawn from highly successful firms, research published in the Journal of Service Management shows how building the foundations of Conscious Capitalism leads to high levels of engagement, particularly …

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, …