E-commerce platforms such as Amazon offer essentially anything and everything a person could want or need within a few clicks of the mouse, or a few taps on a smartphone. Yet despite all of the convenience of online shopping, customers are not physically able to interact with the products prior to making a purchasing decision. …
Financial compensation as a means to recover from service failures can serve as powerful tool. However, it is important that practitioners learn the ways in which to do this properly in order to receive the most desired outcomes for service recovery. Research from the Journal of Service Research examines the ways in which financial compensation …
Complaints and negative customer feedback certainly get our attention as service providers. Current research mostly focuses on addressing the consequences of negative customer feedback, but is positive customer feedback just as important to influence customer behavior and service outcomes? An article in the Journal of Services Marketing explores this question. In it, author Linda Nasr …
The current historically low employment rate may signal a strong economy, but managers and HR professionals know that there is a flip side: a growing shortage of talent to fill available jobs. According to the Society for Human Resource Management (SHRM), companies are trying to fill 7 million jobs right now, but only 6.3 million …
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, …
