– Written by Natalie Both for the Center for Services Leadership Climate change sits high on the list as one of the most controversial and critical debates of today. Changes are having to be made, not just in individuals’ lives, but in the management of organizations as well. However, for a variety of different reasons, many …
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 Jack Lechich for the Center for Services Leadership Gone are the days of Carl’s Jr. producing commercials with scantily clad women pretending to eat their burgers by taking bites the size of which would make NFL offensive lineman Aaron Donald impressed. Carl’s Jr. may have been criticized for choosing to use the …
– Written by Jack Lechich for the Center for Services Leadership Often considered to be one of the greatest television shows ever made, Seinfeld was no stranger to making bold and unconventional moves. A stand-out example of this occurred when the show air the episode, “The Chinese Restaurant”. The single-setting plot revolved around Jerry, Elaine …
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, …
When a customer reacts negatively to a service failure, how harmful is it for another customer or outside observer to view this reaction? Will the customer on the outside of the interaction attribute the blame to the service provider or to the customer involved? And what factors determine how they choose to place their blame? …
Service providers have primarily utilized social media to generate positive word-of-mouth. However, what happens when customers spread negative reviews through online platforms, and how can service providers recover from this? In an article published in the Journal of Services Marketing, the authors observe how companies can implement service failure recovery strategies through social media, specifically …
Advertising for niche versus popular products can be very different, especially in e-commerce. In order to reduce shoppers’ search costs and direct their attention to goods or services they would especially like, retailers utilize certain passive and active marketing tools. In the article, “The Effectiveness of E-tailers’ Communication Practices in Stimulating Sales of Niche Versus …
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, …
