CSL Leading Edge Service Research Award

The CSL Leading Edge Service Research Award was established in 2013. The award is aimed to advance service research by providing funding to research projects that have the potential to make theoretical contributions to the service field and produce impactful business knowledge and/or understanding of societal welfare related to service. The award is open to applications from CSL Faculty Network members. Applications are accepted on a rolling basis while the funds are available.

The following projects were selected for funding by the Center for Services Leadership through the Center’s Leading Edge Service Research Award.

Project Title: Drivers and Consequences of Customer Relational Benefits: A Meta-Analysis

  • Dwayne D. Gremler, Bowling Green State University, USA
  • Elisabeth C. Brüggen, Maastricht University, The Netherlands
  • Yves Van Vaerenbergh, KU Leuven – University of Leuven, Belgium
  • Kevin P. Gwinner, Kansas State University, USA

Project Title: The Delivery of Bad News to Customers in Service Encounters

  • Dwayne D. Gremler, Bowling Green State University, USA
  • Dominique Greer, Queensland University of Technology, Australia
  • Cecile Delcourt, HEC-Management School of the University of Liege, Belgium

Project Title: Transformational Relationship Events

  • Colleen Harmeling, Florida State University, USA
  • Robert Palmatier, University of Washington, USA
  • Mark B. Houston, Texas A&M University, USA

Read CSL Blog post featuring this research project

Project Title: Contracting in Service Outsourcing Triads: An Optimization Perspective (Co-sponsored with CAPS Research)

  • Mei Li, Michigan State University, USA
  • John Fowler, Arizona State University, USA
  • Thomas Choi, Arizona State University, USA

Project Title: The Role of the Recruitment Brand in Service Firms’ Performance

  • Michael Wiles, Arizona State University, USA
  • Sascha Raithel, Freie Universität Berlin, Germany

Project Title: What drives the drivers of customer satisfaction? Understanding how across-channel participation and country of origin affect the drivers of customer satisfaction

  • Crina Tarasi, Central Michigan University, USA
  • Ruth Bolton, Arizona State University, USA
  • Anders Gustafsson, Karlstad University, Sweden
  • Lars Witell, Karlstad University, Sweden

CSL Summer Research Grants

The Center for Services Leadership awards research grants to faculty of W. P. Carey School of Business who are doing research on priority topics in service research. Projects supported by the grant in 2016 included (in alphabetical order):

  • “Online Monitoring and Contract Choice in an Online Labor Market” by Bin Gu, Department of Information Systems, W. P. Carey School of Business, ASU
  • “Responsibilization in Expert Services and Consumer Well-Being: A Role Theory Perspective” by Laurie Anderson, Department of Marketing, W. P. Carey School of Business, ASU