FEATURED ARTICLES FROM Knowledge@W. P. Carey
A Key to Service Innovation: Services BlueprintingThe Customer: An Overlooked Component of the Innovation Process
Keeping the Customer Dissatisfied? How Businesses Can Recover from Service Failure
The Evolving Science of Services
All the Job's A Stage: Role Playing in the Services Industry
Keeping Promises: Closing the Services Gap
Making it Personal: IBM's Customer Obsession Program
The Neglected Moneymaker: Customer Retention
Service As Innovation: China's Coming Service Revolution Customer Service and the Purpose-Driven Organization
ADDITIONAL ARTICLES
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
Getting More and Better Business from Service Customers by Steve D. Wood, from Marketing Management Magazine
PRESS RELEASES
March 29, 2007 New Consortium Formed To Address Critical Gap In Services Research, Innovation And Education
May 24, 2005 Center for Services Leadership Selected Among Elite Universities to Partner with IBM on Services Curriculum November 2, 2004 The Compete Through Service Symposium, November 3-5, 2004 March 10, 2004 J. W. Marriott chosen for Global Services Leadership Award
February 4, 2002 ElectronicNews Online article About CSL Member Firm Avnet's Move to Services
May 21, 2001 ASU Business announces new name for leading center: Introducing the Center for Services Leadership
