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 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 …
by Nancy Stephens Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred to me that as a consequence, people probably don’t sit around looking at services and thinking of ways to improve them the way they can do it with products. …
