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 19, 2019

All About Alliteration – The Impact of Alliterative Promotions on Purchase Behavior
This study examines phonetic overlap with a focus on how alliterative promotional messages can positively influence customers purchase behaviors and deal evaluations. Researchers offer crucial insight to retail management on how to better promote products through the use of alliteration.

And the Service Innovation Award for Best Actor Goes To…
How does the role of frontline employees (FLE) affect the service innovation process? This article offers crucial insight to the answer and researchers offer helpful suggestions for how management can make better use of FLE as service innovators.

Time is Money: When Service Firms Should Employ Trust Recovery Tactics
Service failures are becoming commonplace and most service firms have a customer complaint department but unfortunately a majority of customer complainants are left unsatisfied with how their complaint is handled. Prior research shows an apology and a promise are two reliable ways to regain customer trust but when should these tactics be employed? This article answers this and other service failure questions.