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 …

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From Data to Profits: Ingredients for Successful Data-Driven Business Development

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) …

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 …

Why Data-Driven Growth is so Difficult

Many executives get excited about the huge potential the new digital world offers to their organizations. Yet despite the billions of profits assumed to be accessible through digitalization, only a fraction of this new wealth is realized. Our project, fashionably entitled “From Big Data to Big Business”, reveals the challenges executives face on their journal …