David Bowen
David Bowen
Dr. Bowen is The G. Robert & Katherine Herberger Chair in Global Management at Thunderbird School of Global Management, Arizona State University and an Affiliated Faculty of the Center for Services Leadership (CSL), W.P. Carey School of Business, ASU. He teaches leadership, change management, and managing people from a global perspective in Thunderbird's Masters' programs, as well as in Executive Education programs. His research has focused on how organizational behavior/HR management issues influence employee and customer satisfaction; organizational performance; and Global Mindset.
Where Does the Employee Fit in a Service Operation?
In the classic 1978 HBR article, “Where does the customer fit in a service operation?” Richard Chase described the impact of high or low...