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. If you like our blog and posts, we’d also love it if you’d share with your networks!

This Week’s ServiceFriday Posts: June 7, 2019

The Pitfalls and Promises of Expectation Management

Tell Me About It – Getting the Front Line to Share Customer Complaints

Your Customers Received Less Than They Expected: How Much Will it Cost to Recover?