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The Center for Services Leadership
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In a recent blog post Analytics in Services: Actions versus Talk, we reviewed how companies are applying big data and analytics for both internal and external uses. That review led to a survey and ...
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Come hear Ed Petrozelli speak at the Center Services Leadership's 26th annual Compete Through Services Symposium next week!

The INSIGHT Group / CSL CTS Symposium Survey Panel By Ed Petrozelli By all accounts, the use of big data and analytics is exploding. Ironically, relatively little hard analysis has been done to ass...
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Join the Center for Services Leadership at Compete Through Services Symposium on November 5th, 2015, to hear John Abraham, Medallia Institute, and Michael Morton, Best Western International, speak on Breaking Barriers Between Service Metrics and Customer Experiences.

By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and...
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In sum, companies should focus on a stable (and good) service performance level. Such performance level has the best outcomes for customers’ service assessment, and takes much less effort compared ...
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By: Christine McHugh My experience in customer service started in middle school, working for my grandparents at their retail gift shop.  Subsequently, a stint as a restaurant hostess and then a receptionist at a hair salon led me to managing a chain of…
By: Christine McHugh My experience in customer service started in middle school, working for my grandparents at their retail gift shop. Subsequently, a stint as a restaurant hostess and then a rec...
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One of the top three finalists for the 2015 Transformative Service Research Best Paper Award, sponsored by the Center for Services Leadership.

The article is available on the Journal of Service Research website.

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People
Have them in circles
17 people
Mary Shulzhenko's profile photo
Alicia Holder's profile photo
Fred Zimny's profile photo
Washable Dog Bed, Dog Bark Control and Silent Dog Whistle Products China Factory's profile photo
servicedesignnetwork's profile photo
John Silvestre's profile photo
Rothko Innovation Spaces's profile photo
China International Technology Transfer Center (CITTC)'s profile photo
UniPrint.net's profile photo
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480-965-6201
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480-965-2180
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Research and educational center, thought leader in the science of service
Introduction
The Center for Services Leadership is a groundbreaking research center within the W. P. Carey School of Business at Arizona State University (ASU) that concentrates on expanding service innovation by combining the latest scientific insights from the academic world with the best of business strategy in the real world.

The CSL was created in 1985 as a response to the unique set of challenges that companies faced. While others were focusing on products and manufacturing enterprises, the CSL pioneered the study of services. Today, the Center is a globally recognized authority and thought leader in the science of competing strategically through the profitable use of services.