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: August 2, 2019

One Size Doesn’t Fit All: Assortment Size’s Effect on Product Valuation
This study offers crucial insight into how retail management can improve customer’s product valuation by evaluating product assortment. The research shows how mediating factors such as customer engagement play a role in how consumers’ valuation change.

Confidence is Key: The Uncertain Consumer and Attribute Alignment
How are certain services (experience vs credence) impacted by certain attributes (alignable vs nonalignable) when consumers to compare providers? This study addresses this question and focuses on the role of uncertainty as a mediating factor.

Not What I Paid For: How Trustworthy are Online Sellers?
Internet-based quality signals such as webpages and before-sale services (e.g. chat boxes) can mislead customers on the quality of products. This study addresses this problem and centers on the interactivity of these signals.