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, …
Billions of people, primarily in rural areas of emerging economies, comprise what’s called the Base of the Pyramid, those who eke out a living at the lowest income level. The challenges of living on so little leads to non-consumption, where people cannot buy products that would improve their livelihood. Scholars have suggested that service businesses …
The breakfast buffet is closed when a customer arrives looking for scrambled eggs; a flight is delayed. Service failures may or may not be the providers’ fault, and they may affect a single customer or a group. But importantly, service failures are often unpredictable. A study published recently in the Journal of Service Research sheds …
Success breeds success. The old saw might seem logical, but it does not always play out in the services market. In fact, service firms that are already productive with existing services may not be able to replicate that success with new service innovation. “Being productive in existing services increases a firm’s willingness to innovate new …
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, …
Companies try to manage customer expectations by communicating their capabilities, by way of their salespeople and other, non-human channels such as websites. One oft-recommended method is to promise the customer less than the firm is capable of producing, then delighting the customer by over-delivering. But is this a smart strategy? Research published in the Journal …
Customer complaints are alarm bells: the voice of an unhappy customer can help a company understand where it needs to refine its service procedures. But managers never learn about 71 percent of customer complaints because front line employees are not reporting them. Research published in the Journal of Service Research identifies three factors that affect …
When flights are cancelled or a noisy party disturbs hotel guests, financial compensation is an effective and often-used salve to sooth aggrieved customers. Still, some firms try to avoid paying compensation, while others pay too little or not enough to achieve the customer satisfaction impact they seek. A new paper in the Journal of Service …
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, …
Companies such as equipment providers have added services to their product offerings, responding to increased competition and changing customer expectations. In many cases, revenues realized from services now exceed revenues derived from products, and firms have new understanding of how to fulfill customers’ needs. The result is a new way of doing business where the …
