– Written by Jack Lechich for the Center for Services Leadership (Jack is from Stockton, California) Despite the number of wildfires decreasing from their peak in 1980, U.S. Secretary of Agriculture Sonny Purdue stated in September 2017 that the U.S. was spending more than $2 billion to combat fires. According to the U.S. Department of …
– Written by Natalie Both for the Center for Services Leadership In a competitive market, there are many different barriers companies may face. What has been found to be the most problematic however, is changing customer demands. The age of mass production has passed, and now more than ever, consumers expect “personalized, immediate service at affordable …
– Written by Jack Lechich for the Center for Services Leadership It has become fairly common for researchers to investigate the concept of value co-creation (VCC) in the business-to-business (B2B) context. However, the plot twist known as value co-destruction (VCD) has now been thrown into the fray. One study, recently published in the Journal of Service …
– Written by Natalie Both for the Center for Services Leadership Memorable experiences can have a lasting impact on our perceptions of the brands and companies with which we associate them. A complimentary pint of Guinness served at the highest point in Dublin, with 360-degree panoramic views of the city, is an unforgettable ending to a …
– Written by Jack Lechich for the Center for Services Leadership Shortly after arriving at ASU, I met one of my most quirkiest and hilarious friends who also happens to be Sparky. Obviously I cannot divulge the identity of our favorite Sun Devil, but I will let you know one thing about him: when he’s …
– Written by Jack Lechich for the Center for Services Leadership In one episode of the hit sitcom Seinfeld, Jerry’s car gets stolen so he must use a rental car in the meantime. As is typical for the show, another hilarious service failure ensues as the rental car agency employee informs Jerry that, despite his reservation, …
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, …
– Written by Natalie Both for the Center for Services Leadership Businesses are constantly faced with the question of how to more effectively engage customers with their brand. Encouraging positive word-of-mouth between consumers can be beneficial, but how influential is the means through which they choose to communicate? With online review platforms so readily available, consumers …
– Written by Natalie Both for the Center for Services Leadership Service technologies are constantly being created and improved, which can provide a multitude of new opportunities for businesses, customers and users. However, businesses tend to lean towards focusing too much on technological improvements, as opposed to customer value. How then can organizations continue to benefit …
