Tag: Customer

What You Need to Know about the Impact of Service Crises

In sum, companies should focus on a stable (and good) service performance level. Such performance level has the best outcomes for customers’ service assessment, and takes much less effort compared to constant adjustments needed in response to peaks and troughs in service performance. A good and stable performance, in turn, is a strong argument for companies in their communication to customers, as it may engender favorable perceptions of the service quality.

Unraveling some of the Mysteries of Factors Driving Innovation Success

By Douglas Olsen Innovation is often cloaked in some degree of mystery – a black box where “change happens” and the world is transformed. Success is often fleeting, and, when failure does occur, there is usually a multitude of views as to what went wrong, with the only commonality being “it was the other guy’s …

Restoring Customer’s Sense of Control through Service Co-Creation

by Adriana Samper In today’s tumultuous global climate, people inevitably face forces or situations that test the limits of their control.  Natural disasters, political and economic turmoil can all threaten feelings of control over personal and professional outcomes.  Hurricane Sandy or the recent tornadoes in Oklahoma show how people can be strikingly affected and feel …

Does Intangibility Make Service Innovation More Difficult?

by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched.  It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …