What does your customer really need? Customers possess unique knowledge about usage necessary if companies are to design successful services. But customers also have what researchers call latent needs: requirements or issues that users themselves do not perceive or cannot articulate. To address this, many companies involve customers in co-creating innovations, but seldom do they …
Leaders of firms that strive to provide superior customer service build customer orientation (CO) into their culture. Customer orientation is an attribute of individual employees in these firms, but many companies are now organizing service through teams. Creating consensus around customer orientation among the individuals on a team is a new element of the leaders’ …
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, …
In service research, much attention has been paid to the role of the customer when it comes to service delivery and service evaluation. However, less attention has been paid to the role of the customer in service recovery. In service recovery, the research tends to focus on two aspects of a company’s response to service …
While service managers understand the importance of frontline service employees possessing emotional intelligence (EI), a study authored by Cécile Delcourt, CSL Faculty Network member Dwayne Gremler, et. al, in the Journal of Service Research found that it is in fact more critical that employees possess something called emotional competency (EEC). In the study, the …
Web 2.0, otherwise known as non-static websites that focus on the ability for users to collaborate and share information, allows consumers to readily share their experiences, thoughts, and opinions with others. This shared content is referred to as electronic word of mouth (eWOM) and can be defined as “any positive or negative statement made by …
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. …
