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, …

Winning Online Shoppers’ Trust With Signs of Quality

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. …

ServiceFriday: Why Asking for Positive Customer Feedback is Essential

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 …

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, …

ServiceFriday: Digital Twin Technology – Predictions for the Future

Many companies use predictive modeling to forecast future outcomes. However, while modeling cannot completely achieve this goal, digital twins (a dynamic software model of a physical thing or system) present one of today’s most advanced technologies for this purpose. By tapping into the vast data pool that is inevitably created by a digital twin’s interaction …

ServiceFriday: Join Us! – How Customers Can Become Loyal Members

Memberships are the foundation of revenue for admission-based services such as gyms, cultural and nature centers, the performing arts, and more. In addition to direct membership deposits, memberships generate indirect revenues through ancillary purchases such as concessions, merchandise sales, and parking fees. Moreover, membership renewals generate advances revenue, providing service providers with forecasts of available …

ServiceFriday: Maybe It Was Me – How Word of Mouth Informs Customer Experience

Word of Mouth (WOM) is an important way for people to communicate about service and product experiences to friends, family, and acquaintances. However, it is challenging for companies to track and document the influence of these communications on consumer perceptions of products and services. Recent research by Daniel C. Brannon and CSL Faculty Network member …

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, …

ServiceFriday: The Double Edged Sword of Customer Loyalty Programs

As an important means of customer relationship management, loyalty programs are used widely by airlines, supermarkets, hotels, and many other industries with the goal of attracting and retaining loyal customers. In a paper published in the Journal of Services Marketing, authors Baolong Ma, Xiaofei Li and Lin Zhang explore a model for why and how …