– Written by Jack Lechich for the Center for Services Leadership If it’s true that nobody likes to be left out, then this author really wishes tomorrow’s date, February 29, could talk because just imagine everything that that particular date has missed out on. Being excluded from every person’s calendar for 3 years straight does …
Service failures can make or break a company’s competitive edge, but the degree to which this can affect a company can change dramatically across different cultures. Globalization has allowed for businesses to reach consumers all around the world, but many are failing to manage behavioral responses to failures based on culture, and are mistakenly focusing …
Is there any real difference between choosing a fast food place for dinner and choosing a pediatrician for your child? Absolutely there is, but the reason goes beyond the context of the service’s impact. One is an experience service, which is a service with attributes that can be evaluated with actual experience of the service. …
