Thomas Hollmann
Guest: Thomas Hollmann

Thomas Hollmann – “The Science of Service”


The Center for Services Leadership (CSL) in the W. P. Carey School of Business at Arizona State University is “opening worlds of opportunity through the science of service.” Listen to the podcast discussion between Service Council’s Chris Gera and CSL executive director Thomas Hollmann to learn what the science of service means for service innovation.

Thomas Hollmann is the Executive Director for the Center for Services Leadership in the W. P. Carey School of Business at Arizona State University and is also Clinical Associate Professor of Marketing Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University.

Topics: Customer Experience, Intelligent Service, Leadership & Strategy, Workforce & Talent
Tags: Customer experience management, Customer service, Global service strategy, Service leadership, Service strategy, Strategy implementation

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