– Written by Natalie Both for the Center for Services Leadership The way you convey a message often has more of an effect than the message itself. When we give presentations or speeches, we know that the way we dress, our facial expressions, and our overall confidence are important in captivating an audience. This is …
– 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 …
– Written by Jack Lechich for the Center for Services Leadership Shortly after arriving at ASU, I met one of my most quirkiest and hilarious friends who also happens to be Sparky. Obviously I cannot divulge the identity of our favorite Sun Devil, but I will let you know one thing about him: when he’s …
Promoting brand loyalty and customer engagement is increasingly important in a world of service where innovation is constant. Brand loyalty is “a customer’s favorable attitude towards the service organization that results in repeat buying behavior.” Customer brand engagement behaviors (CBEBs) encompass customer actions involving the collection of brand information, participation in brand marketing activities and …
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, …
ASU has been ranked number one in innovation by U.S. News & World Report for four consecutive years now. But how exactly does one institution continue to lead in innovation? To help answer, a similar question can be applied to the service industry: How can some service firms be the innovation leader in their industry, …
Success breeds success. The old saw might seem logical, but it does not always play out in the services market. In fact, service firms that are already productive with existing services may not be able to replicate that success with new service innovation. “Being productive in existing services increases a firm’s willingness to innovate new …
Many companies use predictive modeling to forecast future outcomes. However, while modeling cannot completely achieve this goal, digital twins (a dynamic software model of a physical thing or system) present one of today’s most advanced technologies for this purpose. By tapping into the vast data pool that is inevitably created by a digital twin’s interaction …
With the launch of Standard Market in September 2018, the first physical supermarket operated by the startup Standard Cognition, the company is entering the test phase of what could be the future of brick-and-mortar grocery stores. The special thing here? The store does not have any checkouts. Instead, the store is equipped with 27 cameras …
While many online retailers like Amazon nowadays use parallel zoning or conveyer belt-based order-to-man approaches in their warehouses, dubbed Customer Fulfillment Centers, Ocado Plc., a British online supermarket company, has now raised the bar of online grocery shopping by deploying robots to assemble customer orders. The Ocado system, aptly called a hive, has captured the …
