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 …
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 …
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 …
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, …
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 …
Every day, social media users are continuously processing large amounts of content, either by actively clicking and reading posts, or passively with a casual scroll. Users typically give a piece of content less than seconds to decide whether to continue scrolling, or to click on a link and engage. How does a post’s readability influence …
Sharing economy, also referred to as access-based consumption, is a relatively recent but massively growing consumer trend. Zipcar, Uber, Airbnb, Spotify, and Rent the Runway are just a few examples of access based consumption. A research paper in the Journal of Service Marketing by Adesugun Oyedele and Penny Simpson examines these sharing systems and 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. This Week’s ServiceFriday Posts: March 29, 2019 …
In an article from Forbes Agency Council, John Bracamontes investigated recent changes in approaches for marketing research in the age of digitization and big data. Social media platforms and search engines collect vast amounts of data that is readily available to marketers which can then be used to improve service delivery or create new service …
“There is no such thing as a free lunch.” That adage tells us that there is always some sort of cost attached to a complimentary service. In the case of free service offerings, customers will bear with elements such as advertising and interruptions in order to enjoy the basics of a particular service as long …
