CSL Learning Center Home

This page brings you many resources for service science and leadership. Here you will find links to our blog, podcasts, webinars, white papers, executive summaries, and research abstracts. Be sure to scroll down for resources.

CSL Blog

Blog homepage

Podcasts

Charlie Oliver, Tech 2025
Customers to Companies: Just “OK” Service isn’t Good Enough
In the Dedication to Service Can we Lose our Ethics
Designing Service Processes to Unlock Value
Service Excellence: Creating Customer Experiences that Build Relationships. Interview with Dr. Ruth Bolton
Customer Rage Study: Interview With Scott Broetzmann and Mary Murcott
Transformative Service Research: A Multidisciplinary Perspective on Service and Well-being

Webinars

A Conversation with Rick McCombie – On Service Evolution and Innovation In Times of Rapid Change
A Conversation with Tuure Tuunanen on the Evolution of Services Technology and its Future
Stan Phelps: Purple Goldfish – Little Things Make the Biggest Difference in Creating Customer WOW
A Conversation with Adrian Paull — Thoughts and Insights on Business and Service Leadership
A Conversation with Mary Jo Bitner — Insights from Over 30 Years in Services
From Data to Profitable Service with Thomas Ritter
Crack the Customer Code with Thomas Hollmann, Adam Toporek, Jeannie Walters
Charlie Oliver, Tech 2025
From Data to Profits: Ingredients for Successful Data-Driven Business Development
Driving Business Value from Digital Transformation
Profiting from Services and Solutions
From Products to Services and Solutions. Embracing Customer Centricity in B2B
Moving from Firefighting to Prevention Using the Voice of the Customer
Getting Your CFO To Buy Into The Business Care For An Enhanced Customer Experience

White Papers

Understanding Customer Experience
Services Change Lives – White Paper from the Strategic Service Institute September 2019
Growing a Services Business: Change Management and Differentation
Driving Employee and Customer Engagement Using Company Values
2018 Compete Through Service Symposium
Customer Success in the Age of Data
Out-Behave the Competition

Executive Summaries

Implementing Successful Self-Service Technologies
Choosing Self Service Technology: Ready, Set, Go!
Creating Technology Converts – Why Your Customers Make the Switch
Customizing Services Through Employee Adaptiveness
Understanding Customer Profitability
National Customer Rage Study
Building Business-to-Business Relationships with Service
The Stuff that Marketing is Made Of

Abstracts

Entire Contents of the CSL Research Abstracts Book
Category: Service and Technology
Category: Service Branding and Selling
Category: Service Culture
Category: Service Design
Category: Service Experience and Co-Creation
Category: Service Innovation
Category: Service Networks and Value Chains
Category: Service Thought Pieces
Category: Service Value Optimization and Measurement
Category: Transformative Service and Quality of Life

Community of Practice

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

Presentations

Brand’s Superpowers in your CX fight
Small Details that Make Big Differences: A Radical Approach to Consumption Experience as a Firm’s Differentiating Strategy
Transformational Relationship Events
Improving Service in Cancer Care
OFR: Implications, Agenda, and A Call to Action
Profiting from Services & Solutions
How Relationship Managers Synergize Networks
Managing the Customer Portfolio to Improve Service and Financial Performance
The Power of Positivity: Fueling Customer Participation to Boost Satisfaction
Extreme Makeover: Short- and Long-Term Effects of a Remodeled Servicescape
The Effortless Experience
Mastering Service for the Future of Things
MAYA

Videos

 Essential Services Skills with ASU Faculty Member John Deitrich
Content coming