Tag: customer interactions

ServiceFriday: Capital Crisis – How Capital Affects B2B Collaborations

– Written by Jack Lechich for the Center for Services Leadership It has become fairly common for researchers to investigate the concept of value co-creation (VCC) in the business-to-business (B2B) context. However, the plot twist known as value co-destruction (VCD) has now been thrown into the fray. One study, recently published in the Journal of Service …

ServiceFriday: Who is Blamed in a Service Failure?

When a customer reacts negatively to a service failure, how harmful is it for another customer or outside observer to view this reaction? Will the customer on the outside of the interaction attribute the blame to the service provider or to the customer involved? And what factors determine how they choose to place their blame? …