Technology is evolving at an incredibly mind boggling pace. Those within the service sector who resist or refuse to accept the ever-changing forces of technological advancement will not only be left behind, but are at risk of being crushed by competitors. In a piece in Mother Jones magazine, Kevin Drum calls out services managers and …
The CSL has launched a weekly feature on our blog called “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. …
With the launch of Standard Market in September 2018, the first physical supermarket operated by the startup Standard Cognition, the company is entering the test phase of what could be the future of brick-and-mortar grocery stores. The special thing here? The store does not have any checkouts. Instead, the store is equipped with 27 cameras …
Social media marketing is now considered an essential element of any marketing strategy. In an excerpt from his book, “#AskGaryVee”, Gary Vaynerchuck discusses the future of social media and gives two simple guidelines for engaging with the younger generations via new digital offerings, hinting at what the modern marketer should look for: “1. Win over …
It is commonly understood that service recovery efforts must follow in the wake of a service failure. But what if those recovery efforts are unsuccessful, creating what is called a “double deviation” from customer expectations? A research article published in the Journal of Service Research by Kenny Basso and Christiane Pizzutti provides insights on how …
The CSL has launched a weekly feature on our blog called “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. …
It is extremely common to use emoticons in daily chatting. They can even be used to interpret an entire sentence. Using emoticons will attach strong emotions to communication, in other words, they bring warmth and connection to people. This strategy has been utilized in commercial relationships as well. As the first research on the role …
“Because satisfaction surveys serve a dual purpose of providing valuable customer feedback and incorporating bidirectional communication into relational marketing strategies, understanding their longer term effects is important.” The findings, in a study published in the Journal of Service Research by Andrea Godfrey Flynn, et al., suggest that “soliciting customer feedback after every service visit could …
Since mobile technologies and apps have become a core element in people’s daily lives, branded apps have become an essential marketing communication channel to attract new customers and to enhance customers’ brand loyalty. Apart from acquiring users to download the app, it is even more valuable to persuade your customers to use the app continuously. …
The CSL has launched a weekly feature on our blog called “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. …
