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: May 24, 2019

How Customer Involvement and Perceived Control Shape Service Recovery

Employee Emotional Competence as a Critical Value-Driver for Customers

Four Factors for Using Electronic Word of Mouth to Boost Purchasing Decisions