– Written by Jack Lechich for the Center for Services Leadership Referral reward programs (RRPs) are applied by firms to use existing customers to recommend a firm’s service to friends, family and potential new customers. Having become ubiquitous among the service industry, current research on RRPs is far from exhaustive as most studies on them …
– Written by Natalie Both for the Center for Services Leadership The way you convey a message often has more of an effect than the message itself. When we give presentations or speeches, we know that the way we dress, our facial expressions, and our overall confidence are important in captivating an audience. This is …
– Written by Jack Lechich for the Center for Services Leadership The newspaper industry is an often overlooked part of the service world and has been struggling in recent years due to problems such as the decline in ad revenues via print ads. So when the Salt Lake Tribune made the unprecedented move to apply …
– Written by Natalie Both for the Center for Services Leadership In the service industry, how are some firms able to diversify when they are on the extreme end of the intangibility range? It would seem that the best way to remain successful is to specialize in one service and offer only that. However, recent …
– Written by Natalie Both for the Center for Services Leadership Service providers are regularly told to observe customer’s body language and reactions to a service being offered. What are their facial expressions conveying? Do they seem to be closed off? Are they enjoying the experience or just pretending to? With so much focus on the …
-Written by Jack Lechich for the Center for Services Leadership The green-eyed monster that the character Iago described in Shakespeare’s iconic tragedy is really a metaphor for the building jealousy of Iago’s “friend” Othello. That green-eyed monster has a close cousin (the blue-toed beast?) known as envy. A common way envy enters one’s life is …
– Written by Natalie Both for the Center for Services Leadership Herd mentality is a phenomena that can cause people to react irrationally and emotionally to situations they may not normally care about. In times of service failures, the same can occur with customers’ responses. In a setting where multiple customers are affected simultaneously, such …
– Written by Jack Lechich for the Center for Services Leadership According to the National Center for Health Statistics, a little over 70% of the U.S. population is overweight and the World Health Organization noted that in 2018 the worldwide overweight population doubled between 1980 and now to a staggering 1.9 billion overweight adults. To …
– Written by Jack Lechich for the Center for Services Leadership To celebrate the 500th episode of The Late Late Show with James Corden, Corden invited world renowned chef Gordon Ramsey to participate in a skit with himself and Big Brother’s host Julie Chen. Ramsey, never known for his patience or holding back on his critiques, …
– Written by Natalie Both for the Center for Services Leadership The service industry has an extensive history of being perceived as separate from the goods-centered industry. Beginning with the Industrial Revolution, a need arose for marketing built on a goods-centered, manufacturing-based model of business, and since then, scholars have sought to create a subdiscipline …
