How can service providers link convenience to customer satisfaction in order to drive profitability? Research in the Journal of Service Marketing found that search convenience is the most important dimension of overall customer satisfaction. Search convenience means that customers want to find their desired products with little to no effort. Taking that into account, one …
Feedback seeking behavior, or FSB, is a proactive way in which employees can seek out feedback from managers and supervisors to improve work performance. Seeking feedback also goes a long way to establish trust among employees and to build solid relationships within an organization. For managers, it is important to understand the factors behind what …
Excellence in health services management is a goal that many health care organizations, hospitals, and other medical care facilities aspire to. Yet, achieving that excellence is not necessarily easily attainable. This begs the question, what are the key factors that characterize not only excellence, but “brilliance” within the field of health care management? Recent research …
Just as children might feel smothered by overprotective parents, recent research published in the Journal of Service Research has identified that there are similar effects on the relationship between customers and front line employees. “Our findings suggest a ‘latitude of acceptance’ for employee extra effort. Extra effort, exemplified in employee extra-role behavior, can elicit the …
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, …
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, …
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 …
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, …
