Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile Smartphone

Given 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...

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

As 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.

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Is Your Business Silly or Innovative?


We get used to silly, nonsensical things... or do we? I am flying out of Phoenix tomorrow and received an email from American Airlines to remind me to check in. Click here, the message says and I do. It tells me that I have come to the wrong website and the flight is being managed by their recently merged partner US Airways, so I have to click to go to the US Airways website...

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The Anticafé – Reversing the Business Model


In the heart of Paris, between Les Halles, Chatelet and Beaubourg Centre & Modern Art Museum, the Anticafé has recently opened. Given the number of cafés and restaurants around, some of them much better located to catch the eye of the many tourists, one may wonder about the viability of the project.

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