Written by Elizabeth Farquhar for the Center for Services Leadership In 2019, author and lecturer Stan Phelps logged 155,000 miles on Delta, doing as many as four presentations a week, all in different cities. But in early March, the COVID-19 pandemic shut down conventions and business meetings along with the rest of the world, and …
– Written by Elizabeth Farquhar for the Center for Services Leadership In early April, just weeks after communities across the country shut down in an attempt to slow the spread of a frightening new virus, the consulting firm McKinsey polled U.S. consumers about their level of distress. According to the report, “64 percent of respondents …
– Written by Natalie Both for the Center for Services Leadership Memorable experiences can have a lasting impact on our perceptions of the brands and companies with which we associate them. A complimentary pint of Guinness served at the highest point in Dublin, with 360-degree panoramic views of the city, is an unforgettable ending 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, …
Smokers know that they can pull into virtually any drugstore in the nation and buy a pack of cigarettes. But in 2014, CVS broke the mold by removing cigarettes and other tobacco products from their shelves. Patagonia is committed to sustainability and environmental responsibility, and it doesn’t always want you to buy a new jacket. …
Strategic Service Institute: Is Your Firm Agile? What does success look like in our fast evolving environment? If you are picturing only the service delivery that is currently wowing your customers, you might find rough road ahead. “Companies and their leaders must be evolving one service while at the same time thinking about the next,” …
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, …
The importance of customer experience in service environments is indisputable. However, there are certain experience types that require different ways for organizations to go about achieving a favorable customer experience. Research from the Journal of Services Marketing explores how hedonic and utilitarian services effect customer experience quality, and how word of mouth impacts customer loyalty. …
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, …
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, …
