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 hit T.V. show Spongebob Squarepants turned 20 years old this past May and one iconic episode featured Bikini Bottom’s lovable sponge with a tough choice many consumers are faced with: choosing a product from an assortment. Tasked with choosing between the “best paper towel around” and the “best paper towel in town”, Squarepants elects …
Online retail has taken over the service industry and with new technology being consistently developed, it is not going anywhere anytime soon. One issue common among online retailers is customers’ perceived quality (PQ) decreasing upon receiving and interacting with the physical product. This ultimately leads to lower customer satisfaction and often causes financial woes for …
