How Service Teams' Perceived Relationship with Their Leader Affects Performance
How Service Teams’ Perceived Relationship with Their Leader Affects Performance.
How Service Teams’ Perceived Relationship with Their Leader Affects Performance.
By Lan Xia With the support of new technologies, companies are gradually realizing the importance and benefits of co-creation, where the value of a service is increasingly co-created by the firm and the customer. Consumers are increasingly put to work for the services they demand, from carrying their own food in fast-food restaurants to creating …
Compete Through Service Symposium featured in AZ Business Magazine: “Now in its 24th year, the Compete Through Service Symposium, hosted by the Center for Services Leadership at the W. P. Carey School of Business at Arizona State University, brings together the most innovative business minds and visionary thought leaders in engaging, enlightening environment to share ideas that …
Up to 30% of service workload is preventable. An effective VOC process can drive workload prevention efforts as well as support increased First Call Resolution. In this webcast, John Goodman, Vice Chairman, Customer Care Measurement and Consulting Research, discusses how VOC process can impact both the service function and instigates improvement of other company processes. Keys to success are identifying a …
By Kristie Dickinson What would it take to convince you to pay for services on Facebook? What about LinkedIn? Or Classmates.com? In today’s world of “try now, buy later” premium models, it’s harder than ever to sway social networkers to upgrade to premium services. There is certainly a recipe for success, but what is the …
by Raghu Santanam Service innovations are notoriously difficult. It takes decades for innovations to penetrate market. More importantly, managers and service professionals are incredibly slow to react to consumer needs. While many frameworks exist to help us think through innovation ideas, we often ignore lessons learnt from other industries. The service related challenges in Higher …
by Adriana Samper In today’s tumultuous global climate, people inevitably face forces or situations that test the limits of their control. Natural disasters, political and economic turmoil can all threaten feelings of control over personal and professional outcomes. Hurricane Sandy or the recent tornadoes in Oklahoma show how people can be strikingly affected and feel …
by Mary Jo Bitner At QUIS reception in Karlstad. Above, left to right: Dr. Laurel Anderson (ASU), Dr. Mary Jo Bitner (ASU), Dr. Inger Roos (Karlstad University). Below, left to right: Dr. Paul Fombelle (Northeastern University), Daniele Mathras, PhD Student (ASU), Jon Engstrom, PhD Student (Linkoping University). Summer is “conference season” for those of us in …