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 28, 2019:

Flat Out Wrong: Why Flat-Rates Might be Hurting the Service Industry
Insights on the effects that flat-rate pricing has on customer churn rates and suggestions on how to evaluate whether flat-rate tariffs are the right avenue to pursue, or not.

PETs: Performance Enhancing… Transparency?
Viable and effective ways of measuring the performance transparency of service providers and the impact of performance transparency on customer perception.

Don’t Judge a Healthcare Professional by Their Cover
This study uncovers the occupational stereotypes that have a major impact on human-centered service systems and finds new, innovative ways to reduce the impact of those stereotypes.