THE SCIENCE OF SERVICE - LEADING EDGE RESEARCH OPPORTUNITIES WITH THE CSL

Through its faculty network of over 50 members, the CSL is focused on designing and conducting cutting-edge service(s) research that delivers significant business value to research clients and significant academic value to faculty and the CSL.  This unique approach enables the CSL to address leading-edge service(s) opportunities and challenges of research clients while also driving thought leadership in the service(s) field. 

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.

WATCH the Video Case Study - "Identifying the Skills, Characteristics and Strategies of High-Performing Account Managers" - IBM (below)

READ the Case Study - Identifying the Skills, Characteristics and Strategies of High-Performing Account Managers: IBM

Research Knowledge Areas

Historically, the CSL has conducted research and developed knowledge in the following broad areas:

Going forward, the CSL is also committed to advancing expertise in the following emerging knowledge areas:

The CSL is also open to conducting service(s) research outside of these areas if the expertise and/or interest exists within the CSL's academic network.

Key Differentiators

Leading edge research conducted through the CSl is significantly different from research conducted by most traditional research and/or consulting firms.  The CSL offers the following differentiators:

Past and Current Research Clients Include

Agilent Technologies, AT&T, Avaya Communication, Avnet, Cardinal Health, The Co-operators, CVS/Caremark, Ford Motor Company, Hewlett-Packard, Honeywell Aerospace, IBM Global Services, Lucent Technologies, Luxottica Retail/LensCrafters, Mayo Clinic, Wells Fargo, YRC Worldwide

Contact For More Information

Feel free to contact the CSL at 480-965-6201 or CSL@asu.edu.  

RESOURCES

The Science of Service - Research Opportunities with the Center for Services Leadership

Research Case Study
The Co-operators
Co-operators Video Case Study

Research Case Study
IBM Global Services
IBM Video Case Study

CONTACT

For further information on research opportunities for your organization, contact the Center for Services Leadership at 480-965-6201 or CSL@asu.edu. 

TESTIMONIALS

"The Center for Services Leadership's research dramatically opened our eyes and led to significant changes at IBM."

- Michael Daniels
Senior Vice President, Information Technology Services, IBM

"The Center for Services Leadership's research helped us think in a different way about the relationship we have with consumers and our clients."

- Rob Martin
Director, Marketing Strategy and Brand Management
The Co-operators

"Working with ASU's Center for Services Leadership we learned far more about the importance of service failures and recoveries in terms of the financial impact on LensCrafters.  Just as importantly, we learned and initiated changes to make our store associates more sensitive of and adaptive to customers experiencing a service failure."

- Frank Baynham
Executive Vice President and General Manager
LensCrafters

"The faculty team in our Center for Services Leadership is truly world-class. Virtually every business worldwide has discovered that service marketing is one of the keys to competitive advantage and the research, practical application and teaching of our faculty serves to open the eyes of experienced business people and our students to the power of excellent service."

- Robert E. Mittelstaedt Jr.
Dean, W. P. Carey School of Business