Blog Posts

Just as children might feel smothered by overprotective parents, recent research published in the Journal of Service Research has identified that there are similar effects on the relationship between customers and front line employees. “Our findings suggest a ‘latitude of acceptance’ for employee extra effort.

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.

E-commerce platforms such as Amazon offer essentially anything and everything a person could want or need within a few clicks of the mouse, or a few taps on a smartphone. Yet despite all of the convenience of online shopping, customers are not physically able to interact with the products prior to making a purchasing decision.

Financial compensation as a means to recover from service failures can serve as powerful tool. However, it is important that practitioners learn the ways in which to do this properly in order to receive the most desired outcomes for service recovery.

The current historically low employment rate may signal a strong economy, but managers and HR professionals know that there is a flip side: a growing shortage of talent to fill available jobs.

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.

Memberships are the foundation of revenue for admission-based services such as gyms, cultural and nature centers, the performing arts, and more. In addition to direct membership deposits, memberships generate indirect revenues through ancillary purchases such as concessions, merchandise sales, and parking fees.

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.

Word of Mouth (WOM) is an important way for people to communicate about service and product experiences to friends, family, and acquaintances. However, it is challenging for companies to track and document the influence of these communications on consumer perceptions of products and services.

As an important means of customer relationship management, loyalty programs are used widely by airlines, supermarkets, hotels, and many other industries with the goal of attracting and retaining loyal customers.

Sharing economy, also referred to as access-based consumption, is a relatively recent but massively growing consumer trend. Zipcar, Uber, Airbnb, Spotify, and Rent the Runway are just a few examples of access based consumption.

Every day, social media users are continuously processing large amounts of content, either by actively clicking and reading posts, or passively with a casual scroll. Users typically give a piece of content less than seconds to decide whether to continue scrolling, or to click on a link and engage.

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.

“There is no such thing as a free lunch.” That adage tells us that there is always some sort of cost attached to a complimentary service. In the case of free service offerings, customers will bear with elements such as advertising and interruptions in order to enjoy the basics of a particular service as long as it is free.

Technology is evolving at an incredibly mind boggling pace.  Those within the service sector who resist or refuse to accept the ever-changing forces of technological advancement will not only be left behind, but are at risk of being crushed by competitors.

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 an article from Forbes Agency Council, John Bracamontes investigated recent changes in approaches for marketing research in the age of digitization and big data.

The year is 2020 and being an Instagram model is now a profession. While it might seem that everyone is attempting to be an influencer or trendsetter in some capacity nowadays, not everyone can be. One’s identity in terms of which trendsetter group (i.e.

Social media marketing is now considered an essential element of any marketing strategy.

It is commonly understood that service recovery efforts must follow in the wake of a service failure. But what if those recovery efforts are unsuccessful, creating what is called a “double deviation” from customer expectations?