– Interview conducted and post written by Jack Lechich for the Center for Services Leadership On October 25, the Hanken School of Economics in Helsinki, Finland conferred the CSL’s own Executive Director Emeritus Mary Jo Bitner an Honorary Doctor of Hanken for her contributions as a leader and pioneer in the development of the service …
The Center for Services Leadership is helping develop a customer service curriculum aimed at youth between the ages of 16 and 24 who are not in school and not working. This is the first time that the Center is involved in delivering customer service education to those who will man the front line. The music …
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. …
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.” …
W. P. Carey School of Business, Where Business is Personal ASU’s W. P. Carey School of Business is committed to creating an experience for our students that’s uniquely their own by building a tight-knit community through small classes, team-based learning, and individualized attention every step of the way. As one of the largest business schools in the country, we recognize that …
The Arizona State University Center for Services Leadership and the Co-Chairs of the Third Annual Organizational Frontline Symposium (February 2017) are pleased to announce the awards for 2017 Young Scholar Research Competition. The competition accepted research proposals focused upon ‘frontline’ topics, and the lead author was required to be either a current doctoral student or …
The Center for Services Leadership is continuing its role as a leader in service education with the announcement of the Strategic Service Institute (SSI), March 13-17, 2017. SSI is the only program that provides an immersive executive education experience that focuses on the delivery of service excellence. The development of this new format is the …
We invite you to join us for 2016 Compete Through Service Symposium on October 26-28th, in Scottsdale, AZ!
This year the Symposium will emphasize three themes: Branding Your Customer Experience, Digital Transformation of Service, Growing the Service Business.
