Research, Books, and Honors

Overview

Distinguished faculty from within and also from outside the Smith School continually conduct innovative service research, publishing books and articles in top-rated journals that are often cited and receive numerous accolades.  Always on the cutting-edge of service research, CES faculty are responsible for prominent concepts such as return on quality and customer equity. CES uses resources like the Netcentric lab to perform its research, and is one of the first pioneers to the Service Science, Management and Engineering movement.