As shopping is on its way to becoming an exclusively online process, how can retailers capture the attention of consumers in an environment where the focus is much narrower than in a physical store? In an article written by Barbara Kahn, she presents the research found to determine consumer patterns of attention and which aspects …
Logic would have us believe a free product will sell faster than one that costs money. However, research has proven otherwise when dealing with price promotions, the results of which were published in the Journal of Retailing. A common form of price promotion is “to offer consumers upgrades of their purchased products at a special …
Cultivating strong relationships with customers is crucial for a business in the service industry. As forms of communication move more towards online means, businesses face a difficult question: how do you reach out to multiple clients efficiently, while simultaneously showing each individual one they are valued? In an article written by Xingyao Ren, Lan Xia, …
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, …
Why was Subway’s “$5 Footlong” viewed as an iconic and beloved deal for years on end? Considering the fact that those footlongs often added up to more than $5, it seems quite puzzling. Alliteration, or the repetition of initial word sounds across two or more proximal words, may be the answer to this puzzle. Recent …
Believe it or not, the Academy Awards (commonly known as the Oscars) do not have set criteria for what distinguishes a leading actor from a supporting actor. However, unlike the Academy, the criteria for a lead actor and supporting actor in frontline employees (FLE) are very clear in regards to service innovation. The leading role …
According to the 2017 US National Customer Rage Survey, conducted in partnership with the Center for Services Leadership and Customer Care Measurement and Consulting, only 21% of complainants were completely satisfied with how their complaints were handled. 51% felt they recieved nothing at all in response to their complaint. This begs the question, how can …
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, …
It is common practice to try and retain customers through loyalty programs (LPs) that typically offer rewards for continued business as incentives to stay with the company. LP’s, however, can be costly to service providers if the rewards can be easily replicated or lead to a price war. How, then, can service providers adequately offer …
What do Disneyland and Harvard University have in common? They both represent complex service systems that offer very unique customer experiences. The traditional definition of customer experience has been “The perceived outcome of the customer interacting with the firm during the service process.” Recent conceptualizations and theories have led to the emergence of a new …
