– Written by Jack Lechich for the Center for Services Leadership IKEA is a furniture retailer that has become world renowned for many reasons, including the frequency in which customers get lost in their stores which are known to be as expansive as the Palace of Versailles. One of the main reasons that IKEA has …
– 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 …
– Written by Jack Lechich for the Center for Services Leadership Often considered to be one of the greatest television shows ever made, Seinfeld was no stranger to making bold and unconventional moves. A stand-out example of this occurred when the show air the episode, “The Chinese Restaurant”. The single-setting plot revolved around Jerry, Elaine …
Service providers have primarily utilized social media to generate positive word-of-mouth. However, what happens when customers spread negative reviews through online platforms, and how can service providers recover from this? In an article published in the Journal of Services Marketing, the authors observe how companies can implement service failure recovery strategies through social media, specifically …
According to the 2017 US National Customer Rage Survey, conducted in partnership with the Center for Services Leadership and Customer Care Measurement and Consulting, only 21% of complainants were completely satisfied with how their complaints were handled. 51% felt they recieved nothing at all in response to their complaint. This begs the question, how can …
The breakfast buffet is closed when a customer arrives looking for scrambled eggs; a flight is delayed. Service failures may or may not be the providers’ fault, and they may affect a single customer or a group. But importantly, service failures are often unpredictable. A study published recently in the Journal of Service Research sheds …
Customer complaints are alarm bells: the voice of an unhappy customer can help a company understand where it needs to refine its service procedures. But managers never learn about 71 percent of customer complaints because front line employees are not reporting them. Research published in the Journal of Service Research identifies three factors that affect …
When flights are cancelled or a noisy party disturbs hotel guests, financial compensation is an effective and often-used salve to sooth aggrieved customers. Still, some firms try to avoid paying compensation, while others pay too little or not enough to achieve the customer satisfaction impact they seek. A new paper in the Journal of Service …
In service research, much attention has been paid to the role of the customer when it comes to service delivery and service evaluation. However, less attention has been paid to the role of the customer in service recovery. In service recovery, the research tends to focus on two aspects of a company’s response to service …
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, …
