ServiceFriday: Authenticity Makes a Difference

– Written by Natalie Both for the Center for Services Leadership Service providers are regularly told to observe customer’s body language and reactions to a service being offered. What are their facial expressions conveying? Do they seem to be closed off? Are they enjoying the experience or just pretending to? With so much focus on the …

ServiceFriday: Determining Compensation Size for Recovery Satisfaction

– Written by Natalie Both for the Center for Services Leadership Herd mentality is a phenomena that can cause people to react irrationally and emotionally to situations they may not normally care about. In times of service failures, the same can occur with customers’ responses. In a setting where multiple customers are affected simultaneously, such …

ServiceFriday: Not Slick Enough: How Customers Perceive Weight Discrimination

– Written by Jack Lechich for the Center for Services Leadership According to the National Center for Health Statistics, a little over 70% of the U.S. population is overweight and the World Health Organization noted that in 2018 the worldwide overweight population doubled between 1980 and now to a staggering 1.9 billion overweight adults. To …

ServiceFriday: Riveting Research on Restaurant Reviews

– Written by Jack Lechich for the Center for Services Leadership To celebrate the 500th episode of The Late Late Show with James Corden, Corden invited world renowned chef Gordon Ramsey to participate in a skit with himself and Big Brother’s host Julie Chen. Ramsey, never known for his patience or holding back on his critiques, …

ServiceFriday: Everything is a Service

– Written by Natalie Both for the Center for Services Leadership The service industry has an extensive history of being perceived as separate from the goods-centered industry. Beginning with the Industrial Revolution, a need arose for marketing built on a goods-centered, manufacturing-based model of business, and since then, scholars have sought to create a subdiscipline …

ServiceFriday: California Conundrum – Wildfire’s Impact on Service Delivery

 – Written by Jack Lechich for the Center for Services Leadership (Jack is from Stockton, California) Despite the number of wildfires decreasing from their peak in 1980, U.S. Secretary of Agriculture Sonny Purdue stated in September 2017 that the U.S. was spending more than $2 billion to combat fires. According to the U.S. Department of …

ServiceFriday: Customers – They Always Need to be the Center of Attention

– Written by Natalie Both for the Center for Services Leadership In a competitive market, there are many different barriers companies may face. What has been found to be the most problematic however, is changing customer demands. The age of mass production has passed, and now more than ever, consumers expect “personalized, immediate service at affordable …

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 …