Research Interests
Director, Institute for Managing Services
My primary focus is on how customers evaluate which service providers and organizations are best able to meet their needs and when they merit long-term relationships. This holds true for both external customers and internal customers (employees). A second area of interest deals with how organizations can most effectively communicate their ability to meet customer needs. The two issues complement one another: the first provides insight into the customers’ perceptions and evaluations and the second applies these insights to recommend managerial strategies to effectively communicate with customers.
