CSL >> Services Briefings

CENTER FOR SERVICES LEADERSHIP

"Services Briefings" 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 a FREE E-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.