Blog Posts

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.

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?

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.

You arrive at your destination on time, but your luggage doesn’t—and when it does, it’s somebody else’s.

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.

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.

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.

Often considered to be one of the greatest television shows ever made, Seinfeld was no stranger to making bold and unconventional moves.

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.

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?

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?

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.

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.

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.

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.

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.

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?

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.

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.

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.