ASU has been ranked number one in innovation by U.S. News & World Report for four consecutive years now. But how exactly does one institution continue to lead in innovation? To help answer, a similar question can be applied to the service industry: How can some service firms be the innovation leader in their industry, …
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. This week, we are featuring three blog posts you might not have yet seen that deliver relevant and compelling content for service science. The posts consist of: A podcast interview …
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, …
“You have used all of your high-speed data for this billing period. You are now using low-speed data until…” This is one common example of what is known as a “flat-rate bias”. Flat-rate pricing exists when a fixed fee is charged for a service instead of the customer paying for their actual usage. Another popular …
In a world where service providers are growing more aware of the importance of being transparent with customers, a group of researchers conducted a study to interpret what constructs the performance transparency of service firms. The researchers then tested the effect of performance transparency on customer perceptions and examined the impact a firm’s ability to …
Used-car salespeople are more often than not depicted as being loud, aggressive, persistent, and male. This is what is known as a stereotype and it’s one aspect of the service industry that can hurt both the customer and service provider. Stereotyping exists when an individual is believed to have matching characteristics or behaviors to a …
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, …
Businesses and researchers know that beautiful environments – attractive colors, artful shelf displays, pleasing sounds and smells – affect customer behavior and enhance the consumption experience. Many restaurants have adopted the strategy, employing good-looking servers and bartenders in an effort to please customers and garner good word-of-mouth. Research has shown that many customers believe physically …
Customers are doing their research before buying, and increasingly they are relying on other people for the information they want. They consider online reviews, social media recommendations and word of mouth, searching for non-commercial, unbiased advice. Marketing scholars have started to study this behavior, but only lately have looked at customer groups and the differing …
Improving customer experience and engagement has been ranked by the Marketing Science Institute as one of the most important challenges for companies in coming years. Using examples drawn from highly successful firms, research published in the Journal of Service Management shows how building the foundations of Conscious Capitalism leads to high levels of engagement, particularly …
