Category: ServiceFriday

ServiceFriday: Service Innovation and its Impact on Customer Engagement and Loyalty

Promoting brand loyalty and customer engagement is increasingly important in a world of service where innovation is constant. Brand loyalty is “a customer’s favorable attitude towards the service organization that results in repeat buying behavior.” Customer brand engagement behaviors (CBEBs) encompass customer actions involving the collection of brand information, participation in brand marketing activities and …

ServiceFriday: Interesting Reads for Service and Beyond

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, …

ServiceFriday: Customers – Your Most Valued Resource in Innovation

Customers are a significantly important resource for improving a company’s brand but they are often underutilized. Studies across service environments indicate that an engaged customer actively participates in idea generation and collaborative behaviors such as sharing knowledge, ideas and preference information to support the brand. According to an article published in the Journal of Services …

ServiceFriday: Less Promotion Creates Higher Profits

It is typically assumed that all promotional advertising and positive word of mouth is beneficial for a company. However, research has shown this can actually hinder a company’s ability to thrive when the amount of competition is high in the market. In the article, “Strategic Implications of Keeping Product Value Secret from Competitor’s Customers,” the …

ServiceFriday: Keeping Customers Happy in a Rapidly Changing Service Industry

The service industry has always been centered around face-to-face encounters between businesses and customers, but with new developments such as AI, robots, and virtual reality, new “spaces” of interaction have been added to the mix. Businesses have to consider digital, physical, and social spaces and until recently, they have been regarding these as fully separate …

ServiceFriday: Interesting Reads for Service and Beyond

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, …

ServiceFriday: Confidence is Key – The Uncertain Consumer and Attribute Alignment

Is there any real difference between choosing a fast food place for dinner and choosing a pediatrician for your child? Absolutely there is, but the reason goes beyond the context of the service’s impact. One is an experience service, which is a service with attributes that can be evaluated with actual experience of the service. …

ServiceFriday: Not What I Paid For – How Trustworthy are Online Sellers

Online retail has taken over the service industry and with new technology being consistently developed, it is not going anywhere anytime soon. One issue common among online retailers is customers’ perceived quality (PQ) decreasing upon receiving and interacting with the physical product. This ultimately leads to lower customer satisfaction and often causes financial woes for …

ServiceFriday: Interesting Reads for Service and Beyond

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, …