This week we are doing something a little different for ServiceFriday. We are featuring the top three blog posts from the CSL that deliver relevant and compelling content for service science. The posts consist of a case study on branding and service experience, an article on customer co-creation, and a webinar on leveraging data and …
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, …
Economists have come to recognize the importance of establishing trust and reciprocity in human interactions around financial transactions. Additionally, networks of trust and reciprocity are essential for bolstering all economic exchange. However, relatively less is known about the consequences of a violation of trust or reciprocity in customer relationships. When it comes to customer relationships, …
The importance of customer experience in service environments is indisputable. However, there are certain experience types that require different ways for organizations to go about achieving a favorable customer experience. Research from the Journal of Services Marketing explores how hedonic and utilitarian services effect customer experience quality, and how word of mouth impacts customer loyalty. …
How can service providers link convenience to customer satisfaction in order to drive profitability? Research in the Journal of Service Marketing found that search convenience is the most important dimension of overall customer satisfaction. Search convenience means that customers want to find their desired products with little to no effort. Taking that into account, one …
