"Quality is assumed, delivery and price are the ante to the game, but customer service is what differentiates leaders from followers in the market." John Beimfohr, Director of Integration at Avnet

For 15 months, the W.P. Carey School's Center for Services Leadership worked with businesses and academics around the world to develop a list of priorities for services research in the coming years. "One of the ten priorities that emerged is tied to the significant influence that technology has on services. Within the broad area is a special type of technology-delivered service often called "smart services," said marketing professor Mary Jo Bitner, the academic director of the center. Read More 

Knowledge@W.P.Carey, Mark Vigoroso