"SERVICE BRIEFINGS" ARTICLES
The "Services Briefings" listed below are concise articles designed to help you in leading your company toward service excellence. The summaries are based on research from CSL's affiliated faculty.
The CSL distributes an electronic newsletter that contains the latest service briefings and other valuable information for the business and academic communities. To receive our quarterly e-newsletter with all services briefing updates, you may SIGN UP HERE.
"Forming Successful Business-to-Business Services in Goods-Dominant Firms"
"Implementing Successful Self-Service Technologies"
"Customizing Services Through Employee Adaptiveness"
"Understanding Customer Profitability"
"Choosing Self Service Technology: Ready, Set, Go!"
"Creating Technology Converts - Why Your Customers Make the Switch"
"2004 National Customer Rage Study"
"Customer Co-Production - A New Frontier for Service Excellence"
"The Stuff that Marketing is Made Of"
"The Positivity Effect Applied to Services"
"Clueing-In Customers"
"Building Business-to-Business Relationships with Service"
Additional Services Briefings will be added to this page periodically. Check back for updates or SIGN UP to receive the latest briefings in our quarterly e-newsletter.
ADDITIONAL ARTICLES
- Beyond Products, Manufacturers Branch Out into Services, by Stephen W. Brown, Anders Gustafsson and Lars Wittel in the Wall Street Journal June 22, 2009
- E-Luminations: The Best of Dale Dauten - "I walked away from an easy 2K".
- The Evolution and Discovery of Services Science in Business Schools
by Mary Jo Bitner, and Stephen W. Brown, from Communications of the ACM
- New Effort to Tap Technology to Aid the Service Economy
from the New York Times
- 'Service' That's Anything But
From The Washington Post
- Service Excellence - Mary Jo Bitner, "Eye of the Beholder"
From "Realtor Magazine", with permission from the National Association of Realtors, Copyright 2005
- Syndicated Columnist Dale Dauten - Big Brother to Big Mom
- Syndicated Columnist Dale Dauten - The Oh (BLEEP!) Moment
- Syndicated Columnist Dale Dauten - Great Service Companies Know It's Not The Sale That Matters
- Practicing Best in Class Service Recovery
by Stephen Brown, from Marketing Management Magazine
- Forming Successful Business-to-Business Services in Goods-Dominant Firms
by Wayne A. Neu and Stephen W. Brown, Journal of Service Research, August 2005; Vol. 8: pp. 3-17.
- Manufacturers Forming Complex Business Services, by Wayne A. Neu and Stephen W. Brown, International Journal of Service Industry Management, Vol. 19, Issue 2, pp. 232-251.
- Creating Value Through Service - Summation of the 2008 Shanghai services symposium.
