Corporate rituals

Rituals happen in companies to create a shared identity among the employees.

Workspace and culture

Does the workspace give the right signals as to what is valuable to the company?

Customer loyalty

Branding is cultivating identity and trust to inspire customer loyalty.

Service evidence

How does “service evidence” influence customer perception?

Customer satisfaction?

What is the significance of customer satisfaction to a business?

The usability of services

The same principles for usability of product interfaces apply for service interactions.

The service touchpoints

Customers put their trust in the provider and the service touchpoint.

Innovating service design

Quality of services is an area of differentiation.

Expectations by word-of-mouth

Word of mouth is the cheapest, most effective kind of promotion.

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