Nancy Stephens
Nancy Stephens
Nancy J. Stephens is Associate Professor of Marketing at the W. P. Carey School of Business at Arizona State University. She is Faculty Director of the Online Executive Programs for the Center for Services Leadership and a member of the CSL Faculty Network.
See the Experience You Are Giving Customers
What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are...
Does Intangibility Make Service Innovation More Difficult?
Intangibility is one of the apparent ways in which services differ from products; unlike products, services cannot be seen or touched. It occurred...