– 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 …
While service managers understand the importance of frontline service employees possessing emotional intelligence (EI), a study authored by Cécile Delcourt, CSL Faculty Network member Dwayne Gremler, et. al, in the Journal of Service Research found that it is in fact more critical that employees possess something called emotional competency (EEC). In the study, the …
Feedback seeking behavior, or FSB, is a proactive way in which employees can seek out feedback from managers and supervisors to improve work performance. Seeking feedback also goes a long way to establish trust among employees and to build solid relationships within an organization. For managers, it is important to understand the factors behind what …
Just as children might feel smothered by overprotective parents, recent research published in the Journal of Service Research has identified that there are similar effects on the relationship between customers and front line employees. “Our findings suggest a ‘latitude of acceptance’ for employee extra effort. Extra effort, exemplified in employee extra-role behavior, can elicit the …
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and call centers, defining how the company’s brand promise should be reflected in customer interactions. In fact, they had developed a specific greeting …
