ServiceFriday: Interesting Reads for Service and Beyond

Center for Services Leadership

March 15, 2019

The CSL has launched a weekly feature on our blog called “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.

This Week’s ServiceFriday Posts: March 15, 2019

Service with Emoticons: A Good or Bad Thing?
The usage of emoticons in the online service sector.

Customer Feedback: Ask with Moderation
Insights about possible customer churn through posttransaction customer satisfaction surveys.

Four Factors that Make Customers use Your Mobile App Regularly
Factors that encourage customers in the service industry use branded apps.