“ServCollabing with Leonard L. Berry”

ServCollab is excited to announce its 3rd online live event that will take place on October 1, 2021, at 9:00 (EDT), 14:00 (BST), 16:00 (EEST) via Zoom and will be broadcasted on its YouTube channel (https://www.youtube.com/channel/UCx51pPij9I29NvF2RlW9tzQ).

Ray Fisk, the Founder of ServCollab will host Leonard L. Berry, Distinguished Professor of Marketing at Texas A&M University, in a discussion about doing marketing research for elevating human experiences and for a better world! The audience will have the opportunity to ask questions before the event through the form (https://forms.gle/j1qStSwLnbovzCXn7) and interact, comment, and ask questions during the event.

Please Mark your Calendar because You Cannot Miss this Special Event!

A FEW WORDS ABOUT LEONARD L. BERRY

Dr. Leonard L. Berry is a University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He also is a Presidential Professor for Teaching Excellence. As a Visiting Scientist at Mayo Clinic in 2001-2002, he conducted an in-depth research study of healthcare service, the basis for his book, Management Lessons from Mayo Clinic (2008). Concurrent with his faculty position in Mays Business School, Dr. Berry is a Senior Fellow of the Institute for Healthcare Improvement studying service improvement in cancer care for patients and their families.

Professor Berry has written ten books in all, including Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality, and

Delivering Quality Service. He is the author of numerous academic articles and an invited lecturer throughout the world.

Professor Berry’s teaching and research have been widely recognized with many honors for his contributions, including The Sheth Gold Medal, The American Marketing Association (AMA) William Wilkie “Marketing for a Better World” Award, the Paul D. Converse Award, the AMA/McGraw-Hill/Irwin Distinguished Marketing Educator Award, the Career Contributions to Services Marketing Award from the AMA, and the Outstanding Marketing Educator Award from the Academy of Marketing Science. He is a Fellow of both the American Marketing Association and the Academy of Marketing Science. Texas A&M awarded him the Distinguished Achievement Award in Teaching (1990) and the Distinguished Achievement Award in Research (1996 and 2008), the highest honors bestowed upon its faculty members. In 2014, he was inducted into Arizona State University’s Carey School of Business Hall of Fame, the first doctoral graduate to be selected, and in 2015 the Mays Business School at Texas A&M awarded him the Lifetime Achievement Award for Research and Scholarship.

A former national president of the American Marketing Association, Dr. Berry founded the Center for Retailing Studies at Texas A&M in 1982 and served as its director through 2000.

You can find out more about his publications here: https://mays.tamu.edu/directory/berryle/

Texas Bakery’s Pride Cookies Sparked Backlash, Now Customers Are Lined Up Down the Block

With one Facebook post, Texas bakery Confections proved that love tastes better than hate.

The bakery based in Lufkin, Texas unveiled some celebratory treats on Facebook, posting a photo of their heart-shaped cookies iced with the rainbow colors of the pride flag. The caption read, “More LOVE. Less hate. Happy Pride to all our LGBTQ friends! All lovers of cookies and happiness are welcome here!”

However, Confections’ message of equality didn’t go over well with everyone. In a Facebook status later that day, the shop revealed that their page had not only lost a “significant” amount of followers but that they’d received a “hateful” message canceling a large order of cookies. The order was due the following day, meaning that the cookies had already been baked and decorated.

You can continue reading here: https://www.thewrap.com/texas-bakerys-pride-cookies-sparked-backlash-now-customers-are-lined-up-down-the-block/?fbclid=IwAR3aGPs7gF0yzBGhyazjq9CGE3NJZiTqC0F721wKhJKutdCr622mBnbcr_k

Age identity, stereotypes, and older consumers’ service experiences

by Kate Westberg, Mike Reid, and Foula Kopanidis (2021) Journal of Services Marketing

This study aims to use the lens of the stereotype threat theory to explore older consumers’ age identity and experiences with service providers. This study used semi-structured interviews with Australian consumers aged between 55 and 69. Data were examined using thematic analysis. Older consumers justify a younger cognitive age by distancing themselves from the negative stereotypes associated with ageing and by associating themselves with attitudes and behaviours consistent with a younger age identity. Older consumers are confronted with age-based stereotype threats in a services context through four practices. Exposure to these threats results in service failure and can have a negative impact on both consumers’ ability to function effectively as consumers and their overall well-being.

You can read the full article here: https://www.emerald.com/insight/content/doi/10.1108/JSM-10-2019-0386/full/html