SERVICE BRIEFINGS
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.
"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"
