The “Services Briefings” listed below are concise articles designed to help you in leading your company toward service excellence. These summaries are based on research from CSL’s affiliated faculty.


    “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