Dr. P.K. Kannan is the Director for Center for Excellence in Service and an Associate Professor at the Smith School of Business at the University of Maryland, College Park. His work at the Center revolves around service strategy as it applies to businesses.
Here is the overview from the Center’s web site:
The Center for Excellence in Service (CES) is a nonprofit organization composed of individuals dedicated to service strategy and research. CES combines its unique perspective of customer point-of-view and an exploration of a variety of services (with a focus on information technology) in order to provide business leaders and academics with the latest knowledge in service research. CES also implements practical business objectives into its academic research, and this dynamic creates a partnership between the business world and academia.
Founded in 2000 and led by Director P.K. Kannan and Executive Director Roland Rust, CES aspires to become the world’s leading research center in service. CES accomplishes this mission through conferences, journals and publications of research, and its relationships to its Center Members. Highlights of CES’s success include the Frontiers in Service Conference, the Journal of Service Research (indexed by the Social Science Citation Index), the National Technology Readiness Survey , and research conducted through the Netcentric Behavioral Lab.
Recently, P.K. shared some sage advice on how small businesses can use stellar customer service to grow their business in the economic downturn. Below is the full interview:
Tags: Customer Service, Kannan, Smith School, University of Maryland
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