Click Here to Listen to the Audio Podcast with Dr. Mary Jo Bitner Transcript: Customer rage decreased in the past two years, but negative emotions about interactions with firms about problems with products and services continue to simmer, costing companies billions in lost brand loyalty. The 2017 Customer Rage Study showed that a high number …
Uber reached a new high-water mark in May with 5 billion trips since its founding in 2010. That 5 billionth trip was actually 156 trips that started simultaneously in 24 countries on six continents. The company has experienced a rate of growth that staggers, and today, passengers can find a ride on their Uber apps …
Click Here to Listen to Audio the Podcast with Dr. Marianne Jennings Transcript: For 40 years, Marianne Jennings has been teaching students and companies about ethical behavior in business settings. Professor emeritus of legal and ethical studies at the W. P. Carey School of Business, Jennings is the author of The Seven Signs of Ethical …
Click Here to Listen to the Audio Podcast with Dr. Joy Field Transcript: Today we’re speaking with Dr. Joy Field, Associate Professor of Operations Management at Boston College and a member of the Center for Services Leadership Faculty Network. The second edition of Dr. Field’s book, Designing Service Processes to Unlock Value, was published this …
Companies are responding to the present highly competitive business environment by looking for ways to differentiate and grow through robust service offerings. Adding them is a complex process, however, fraught with roadblocks and potholes. Professors Wolfgang Ulaga and Christian Kowalkowski have charted a twelve-step roadmap to service expansion in their new book, Service Strategy in …
We are very excited to share that CSL’s Co-Executive Director Mary Jo Bitner and CSL’s Distinguished Faculty and the former CSL’s Executive Director Stephen Brown were selected for the prestigious Grönroos Award. The Grönroos Award acknowledges pioneering and innovative advancements in service research in the spirit of the Nordic School of Marketing thought. Professor Mary Jo Bitner was recognized …
We are excited to share the CSL case at the Case Center. Featuring Tide Dry Cleaners, a franchise developed by Proctor & Gamble’s subsidiary Agile Pursuits Franchising, Inc., the case study discusses key aspects of translating a successful product brand into a new service. The case was developed by Wolfgang Ulaga, AT&T Professor of Services …
Many executives get excited about the huge potential the new digital world offers to their organizations. Yet despite the billions of profits assumed to be accessible through digitalization, only a fraction of this new wealth is realized. Our project, fashionably entitled “From Big Data to Big Business”, reveals the challenges executives face on their journal …
This webinar was recorded as part of the series by the CSL Community of Practice on Monetizing Data and Analytics. Any profitable digitization strategy starts with a business model. Business Model Framework Why going digital? What is the business objective? (Objective) Who are the customers? What are their jobs-to-be-done? (Customers) What is the company offering? (Value proposition) …
