As the Center for Services Leadership at the W. P. Carey School of Business enters its third decade, its founders recall a time when they faced off with skeptics who doubted the importance of services in business education.

To wait or not to wait is not the question. Rather, it's how — and to what extent — an imposed delay affects our enjoyment of consumer products. W. P. Carey School of Business marketing professors take a closer look at delays and consumer opinions.

In the old days, an unpleasant customer service experience prompted an outraged report circulating among a few friends and relatives. Today, a spurned customer has the potential to reach millions through Word of Web (WOW).

The qualities that set high performers apart from their colleagues have been put under the research microscope of two marketing professors at the W. P. Carey School of Business.

Our possessions are more than inanimate objects; often they are fraught with meaning, negative or positive.

The Supreme Court is expected to rule next month whether Grokster, a Napster-like file-sharing network for downloading music and other digital entertainment, can be held liable for facilitating copyright infringement.

The "Dove girls" advertising campaign has caught the attention of media consumers, and no wonder.

Companies like to implement self-service technologies because of the potential cost savings and the appeal of the cutting-edge.

Progressive American universities will need to create a new academic discipline, services sciences, management and engineering, to provide the necessary high-value, services-centric graduates of the future.

Businesses rely on research to gather data and process it into the knowledge needed to identify markets and satisfy customers. When exploring questions about attitudes, beliefs and other intangibles, researchers use Structural Equation Modeling (SEM) to analyze data.