Crafting and Executing Successful Research Partnerships

1. Crafting and Executing Successful Research Partnerships Stephen W. Brown SERVSIG Doctoral Consortium October 4, 2007 San Francisco

2. Crafting & Executing Successful Research Partnerships • How does the CSL help faculty/doctoral students? • Crafting and managing a project • Delivering a valued project

4. 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.

5. CSL Member Companies

6. CSL Member Companies

7. Actionable Research What 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

8. 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

9. Crafting and Managing a Project • Building a win-win through active listening • Co-creating a research proposal • Negotiating and compromising • Expecting the unexpected

10. 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

11. Actionable Research