Climate change sits high on the list as one of the most controversial and critical debates of today. Changes are having to be made, not just in individuals’ lives, but in the management of organizations as well.
Blog Posts
ServiceFriday: Speaking vs. Writing – Which Word-of-Mouth is Better?
Businesses are constantly faced with the question of how to more effectively engage customers with their brand. Encouraging positive word-of-mouth between consumers can be beneficial, but how influential is the means through which they choose to communicate?
ServiceFriday: Interesting Reads for Service and Beyond
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.
Strategic Service Institute: Looking Under the Hood of Service Offerings
You arrive at your destination on time, but your luggage doesn’t—and when it does, it’s somebody else’s.
ServiceFriday: Interesting Reads for Service and Beyond
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.
ServiceFriday: Churning Heads – How Positive Churn is Reshaping Dating Apps
In a little less than two months, this author’s cousin will get married to a fantastic woman he has been with for three years. The kicker is-and I personally can’t wait to speak to this on the big day-they met through the dating app known as Tinder. So I guess its official, they are a recent example of what’s known as positive churn.
ServiceFriday: Eye of the Beholder – How Beauty Impacts Customer Behavior
Gone are the days of Carl’s Jr. producing commercials with scantily clad women pretending to eat their burgers by taking bites the size of which would make NFL offensive lineman Aaron Donald impressed. Carl’s Jr.
ServiceFriday: Justice for All – The Impact of Perceived Justice After a Service Recovery
Often considered to be one of the greatest television shows ever made, Seinfeld was no stranger to making bold and unconventional moves.
ServiceFriday: Interesting Reads for Service and Beyond
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.
ServiceFriday: Who is Blamed in a Service Failure?
When a customer reacts negatively to a service failure, how harmful is it for another customer or outside observer to view this reaction? Will the customer on the outside of the interaction attribute the blame to the service provider or to the customer involved?
ServiceFriday: Twitter – The Key to Maintaining Positive Relationships with Customers
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?
ServiceFriday: Should Different Advertising Practices be Used for Niche Versus Popular Products?
Advertising for niche versus popular products can be very different, especially in e-commerce. In order to reduce shoppers’ search costs and direct their attention to goods or services they would especially like, retailers utilize certain passive and active marketing tools.
ServiceFriday: Is Sharing Caring? – The Growth of Shared Economy Services
In the past decade, few industries have grown as much as the sharing economy services (SESs) industry. SESs use cloud-based technology to match customers with providers that offer services such as house rentals, car rides and labor tasks. Some of the more popular SESs include Uber, Lyft, and Airbnb.
ServiceFriday: I Buy What I Am – How Self-Esteem Impacts Consumer Purchase Behavior
In 2016, 5-time NBA champion and one of the greatest power forwards in NBA history Tim Duncan retired from the NBA after a stellar 19-year career. So it may be of a surprise to know that a fan tweeted a photo of Duncan waiting in line at an Old Navy store shortly after retiring.
ServiceFriday: I Buy What I Am – How Self-Esteem Impacts Consumer Purchase Behavior
In 2016, 5-time NBA champion and one of the greatest power forwards in NBA history Tim Duncan retired from the NBA after a stellar 19-year career. So it may be of a surprise to know that a fan tweeted a photo of Duncan waiting in line at an Old Navy store shortly after retiring.
ServiceFriday: Interesting Reads for Service and Beyond
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.
ServiceFriday: Invest in Divestment – How to Avoid Customer Revenge
It’s cheaper to keep a customer then to attain a new one is how the old saying goes, but what happens when the time comes for service providers to divest from customer service contracts?
ServiceFriday: The Benefits of In-Store Sampling
We all love to shop at stores like Costco, where samples can be found throughout the aisles for us to enjoy while perusing. Many other grocery and retail stores have taken up this practice as well with the goal to increase customer sales and store loyalty.
ServiceFriday: Interesting Reads for Service and Beyond
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.
ServiceFriday: Culture Affects Perception of Service
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.