crafting and executing successful research partnerships

Crafting and Executing Successful Research

PartnershipsStephen W. Brown

SERVSIG Doctoral ConsortiumOctober 4, 2007San Francisco

Crafting & Executing Successful Research Partnerships

• How does the CSL help faculty/doctoral students?

• Crafting and managing a project

• Delivering a valued project

What is the CSL all about?

Science – We are in the business of the science of services – we base our understanding of effective services on research and objective criteria, not just platitudes

Significance – We are in the business of developing and sharing what works in the real business world, not just pure theory.

Symbiosis – We are in the business of building a cross-industry and cross-functional network of companies and academics who can help each other discover fresh ways to compete through service – not just business as usual.

CSL Member Companies

CSL Member Companies

Actionable ResearchWhat is the relationship between IBM’s sales and service in determining success with major accounts?

“The Center for Services Leadership’s research dramatically opened our eyes and led to significant changes at IBM.”Michael Daniels Senior Vice President

Some Recent and Current Projects

• Effects of Service Recovery on Customer Identification and Profitability

• Inter-organizational Service Coordination and Excellence

• Relationship Strategies and Customer Attachment Styles

Crafting and Managing a Project

• Building a win-win through active listening

• Co-creating a research proposal• Negotiating and compromising• Expecting the unexpected

Project Deliverables

• Establish two timelines• Reasonable accessibility of

faculty/student team throughout project

• Power Point a) report and b) presentation to partner company

• Academic outcomes: dissertation, publications in premier journals

Actionable Research