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CONTACT INFORMATION:
Center for Services Leadership
W. P. Carey School of Business
P.O. Box 874106
Tempe, AZ 85287-4106
Phone: 480-965-6201
Fax: 480-965-2180
Email: csl@asu.edu
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Services Leadership Research Overview
Through its research, the CSL has expanded and enhanced services knowledge in business and academe since 1985. The Center uses this research base to enrich its executive education programs and the W. P. Carey MBA and undergraduate business programs. Through its research, the Center and ASU faculty are known as leaders in knowledge development in the services discipline.
Sample Research Topics
Our research is focused in three core research competencies, listed here along with subcategories in each area: Service Excellence, Service and Technology, and Services Strategy. Sample research topics around those core competencies include: building service loyalty, delivering customized service, recovering from service failures, strategic alliance relationship management, front line employees and superior service, customer satisfaction and adoption of technology delivered services, cross-functional skills of high-performance managers, strategic pricing and segmentation in B2B services, service, product and price tradeoffs in retail supply chains and techniques and models for service innovation.
Types of Research
The CSL supports ASU faculty and doctoral student research in service science and leadership that makes a scholarly contribution to the field. Support is provided for both general services research and for company-specific, customized research in which the Center engages.
Partnering with Business
Certain research studies are sponsored by the Center's member and select affiliate firms (for example—IBM, LensCrafters, Mayo Clinic, The Co-Operators, Yellow Transportation, AT&T, Caremark, Ford Motor Company, The Insight Group, Cardinal Health, Hewlett-Packard). Such sponsorship provides extensive access to relevant firm data and research, executives and senior managers, and organizational information. These research partnerships result in managerially relevant research that is academically sound and publishable in leading journals.
Sharing Results
The majority of the Center's research studies have been published in top-tier journals such as the Journal of Marketing, the Journal of Marketing Research, the Journal of Retailing, the Journal of Applied Psychology, the Journal of Service Research, the International Journal of Service Industry Management, the Sloan Management Review, the Journal of the Academy of Marketing Science, the Academy of Management Review, and the Academy of Management Executive, CACM Journal, and California Management Review.
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