The Center for Services Leadership is a proud sponsor of the Young Scholar Research Competition and Awards presented at the annual Organizational Frontlines Research (OFR) Symposium held February 21-22, 2019 at the annual 2019 AMA Winter Educators’ Conference which was held February 22 – 24, 2019 in Austin, Texas. Organizational Frontlines Research (OFR) is the …
The CSL has launched a weekly feature on our blog called “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. …
It is extremely common to use emoticons in daily chatting. They can even be used to interpret an entire sentence. Using emoticons will attach strong emotions to communication, in other words, they bring warmth and connection to people. This strategy has been utilized in commercial relationships as well. As the first research on the role …
“Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, understanding their longer term effects is important.” The findings, in a study published in the Journal of Service Research by Andrea Godfrey Flynn, et al., suggest that “soliciting customer feedback after every service visit could …
Since mobile technologies and apps have become a core element in people’s daily lives, branded apps have become an essential marketing communication channel to attract new customers and to enhance customers’ brand loyalty. Apart from acquiring users to download the app, it is even more valuable to persuade your customers to use the app continuously. …
