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 …
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 …
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 …
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. …
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 …
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 …
We are excited to share the CSL case at the Case Center. Featuring Tide Dry Cleaners, a franchise developed by Proctor & Gamble’s subsidiary Agile Pursuits Franchising, Inc., the case study discusses key aspects of translating a successful product brand into a new service. The case was developed by Wolfgang Ulaga, AT&T Professor of Services …
“This was the best management training program I have ever attended. The faculty and speakers were both knowledgeable and inspirational! I couldn’t help but imagine all the areas where the tools we learned would help our organization better service our customers. I came away feeling even more passionate about the work I do every day.” …
This webinar was recorded as part of the series by the CSL Community of Practice on Monetizing Data and Analytics. Any profitable digitization strategy starts with a business model. Business Model Framework Why going digital? What is the business objective? (Objective) Who are the customers? What are their jobs-to-be-done? (Customers) What is the company offering? (Value proposition) …
