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 …
“Attending the ASU Strategic Services Institute was an outstanding way for our team to spend some valuable time immersed among talented individuals and CSL experts. Chaos in today’s service industry driven by changing expectations was reinforced. The surprise for me came in the thoughtful and execution-oriented way to put the customer ‘lens’ front and center with …
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. …
“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.” …
In preparation for the 29th annual Services Leadership Institute (SLI), March 30 – April 1st, 2015, we sat down with Doug Olsen, SLI Faculty Director and Associate Professor of Marketing at W.P. Carey School of Business, ASU, to talk about some of the highlights of this year’s program. 1. This year marks the 29thoffering of the Service Leadership Institute. I …
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 …
