ICS Literature Reviews

Our Literature Reviews allow readers to keep abreast of the latest customer service thinking and explore the literature that informs it. They’re free for Institute members.

They’ve been compiled by experts at some of the UK’s leading business schools and focus on the current knowledge about and methodological approaches to 24 subject areas chosen by our Breakthrough Research Committee.

We’ll publish the reviews over the next few months. If you’d like to receive a notification whenever we publish a new one, sign up for our Research Updates.

Available reports:

• Organisational Culture Change - University of Strathclyde
• Lean and Six Sigma - Warwick Business School
• How Important is Employee Satisfaction to Customer Service? - Kingston Business School
• Listen up! Skills that Call Centre Employees Need to be Successful (sponsored by CPM) - Kingston University
• The web experience — trends in e-service — Cranfield School of Management
• Implementing Varney in Local Government — Warwick Business School
• Analysing Customer Complaining — Kingston Business School
• The Customer Experience (Sponsored by Prudential) — Warwick Business School
• Customers and Customer Service in the Future: The Generation Gap - Cranfield University School of Management
• Customers and Customer Service in the Future: Global Customer Service (sponsored by Unilever) - Cranfield University School of Management
• Measuring Intangibles - The Example of Customer Service Quality - Business School Oxford Brookes University
• Consumer Ethics – A Moving Target - Bradford University School of Management