Category Archives: Service

Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile SmartphoneGiven the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of... Continue reading

Self-Service Innovation – The Good, the Bad, and the Ugly

Self-Service Innovation – The Good, the Bad, and the UglyAs more companies move toward self-service, it is relevant to ask how customer participation impacts satisfaction and service quality. Research is reviews that makes it clear that firms should take care to find the optimal level of customer participation for their service, and that this optimal level depends on customer readiness to serve themselves. Continue reading