Amy Ostrom named interim dean of ASU's W. P. Carey School of Business
Amy Ostrom, chair of the Department of Marketing and PetSmart Chair in Services Leadership, has been appointed interim dean of the W. P. Carey School of Business at ASU, effective Jan. 1, 2021. Ostrom succeeds Amy Hillman, who had served as the school’s dean since March 2013.
Customer complaints, and their ways of complaining, are on the rise
The online retailing experience is creating even higher expectations among consumers, which businesses must be ready to address.
Got bad customer service? How to complain well and get results
Sick of getting the runaround when you have a billing or product problem? Learn how to get your issues solved quickly, according to findings from the Customer Rage Study.
Moving from products to services: The six big challenges
Product companies are looking to services as a way of increasing profitability and leveling out the revenue cycle. But marketing Professor Stephen Brown with the W. P. Carey Scho0ol’s Center for Services Leadership, says that companies who attempt the shift must navigate through a continuum.
Consumer Reports: How to rattle a company’s cage
Consumer Reports covers the 2013 National Consumer Rage study, from the Center for Services Leadership, directed by Mary Jo Bitner, and Customer Care Management & Consulting, Scott Broetzmann, president.
A new perspective: How service contributes to well-being
Transformative Services Research (TSR) is a new sub-field of services marketing that examines the relationship of service to well-being. Associate Marketing Professor Laurie Anderson and colleagues at W. P. Carey identified the field five years ago.
When customers define service brands
Building a brand for a services business is more complicated than ever. Customers might perceive one hotel chain or insurance company as pretty much the same as its competitors.
When does customer's experience actually start?
Do you know when your customer’s service experience actually starts? That is, when it begins in your customer’s mind? Could you be missing something important?