“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 …
“…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 …
For strategic executives trying to figure out the location for the next expansion of their business, the decision might have just become a little bit easier. In a research paper published in the Economics of Education Review in September 2018, Anna Valero and John Van Reenen examined the economic effect of universities on their surrounding …
This new white paper by the Center for Services Leadership captures learnings from the 2018 Compete Through Service Symposium, which was held in October 2018 in Scottsdale, Arizona. The Symposium’s themes, Tech that Propels the Future of Service and Mastering Service Culture are discussed in the white paper along with key takeaways and insights that …
When E. Coli was discovered in romaine lettuce this spring, grocers across the country pulled the greens from their shelves and consumers were warned not to eat any they had purchased. Since food borne illness does not wait for business processes to confirm the exact source and culprit, retailers were forced to pull all produce …
