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: July 12, 2019

Loyalty Programs as Competitive Tools
This study offers valuable insight on how loyalty programs better serve organizations that use them as competitive tools.

Improving the Customer Experience
Discover new avenues to improve the customer experience for service firms such as including customers via participatory design. Going beyond traditional market research methods is crucial to create a better experience. 

Number One in Innovation – How Service Firms Can Sustain Innovation
Ever wonder why ASU has sustained its position as the number one school in innovation? This article helps address this and how service firms are able to better create a culture of innovation and ultimately sustain innovation over prolonged periods of time