Ride Along: How Uber Engineers the Customer Experience

Uber reached a new high-water mark in May with 5 billion trips since its founding in 2010. That 5 billionth trip was actually 156 trips that started simultaneously in 24 countries on six continents. The company has experienced a rate of growth that staggers, and today, passengers can find a ride on their Uber apps …

Ethics: Maintain Bright Lines – Interview with Dr. Marianne Jennings

Click Here to Listen to Audio the Podcast with Dr. Marianne Jennings Transcript:  For 40 years, Marianne Jennings has been teaching students and companies about ethical behavior in business settings. Professor emeritus of legal and ethical studies at the W. P. Carey School of Business, Jennings is the author of The Seven Signs of Ethical …

Will Your Culture Support a Transformation to a Service Business Model?

Companies are looking for practical measures that will help them grow through services and customer solutions beyond their traditional product core. In this series, Center for Services Leadership Co-Executive Director Wolfgang Ulaga takes us through a road map for building a B2B service and solution business. See Part One Will Your Culture Support a Transformation …

Interview with Dr. Joy Field, Author of Designing Service Processes to Unlock Value

Click Here to Listen to the Audio Podcast with Dr. Joy Field Transcript: Today we’re speaking with Dr. Joy Field, Associate Professor of Operations Management at Boston College and a member of the Center for Services Leadership Faculty Network. The second edition of Dr. Field’s book, Designing Service Processes to Unlock Value, was published this …

Top Echelon: Journal of Service Research

Academic research is a deep vein of insights for business. The best research inspires further academic inquiry, and as the new ideas move into the practice of business via the popular press, textbooks, classrooms and executive education, research proves itself a well-spring of innovation. In June, the Journal of Service Research (JSR) was ranked No. …

Fast Track

Is Your Firm on the Fastest Route to a Profitable Services Business?

Companies are responding to the present highly competitive business environment by looking for ways to differentiate and grow through robust service offerings. Adding them is a complex process, however, fraught with roadblocks and potholes. Professors Wolfgang Ulaga and Christian Kowalkowski have charted a twelve-step roadmap to service expansion in their new book, Service Strategy in …

Mary Jo Bitner and Stephen Brown Receive Grönroos Award 2017

We are very excited to share that CSL’s Co-Executive Director Mary Jo Bitner and CSL’s Distinguished Faculty and the former CSL’s Executive Director Stephen Brown were selected for the prestigious Grönroos Award. The Grönroos Award acknowledges pioneering and innovative advancements in service research in the spirit of the Nordic School of Marketing thought.  Professor Mary Jo Bitner was recognized …

Customer Misbehavior in the Collaborative Economy: Is It Contagious or Not?

When you as a customer enter a car from a car sharing company and it is dirty and trashed, are you more likely to add your trash or clear it up? A team of European researchers investigated whether customers adapt their behavior in the context of a car sharing service. In this video, they share …