News

Benjamin Schneider (CEO) selected the winner of the 2017 Walker Prize

We are delighted to announce that Ben Schneider of the Center for Effective Organizations has been selected as the winner of the 2017 Walker Prize (honoring the best paper) for his article “How Companies Can Really Impact Service Quality” in the SHRM publication called People + Strategy.

How Companies Can Really Impact Service Quality

A new paper by Ben Schneider in People + Strategy. Abstract: Over time, my colleagues and I have developed, tested, and refined measures of a climate for service quality that can actually predict three years out company corporate market value (Tobin’s q), as well as performance on the American Customer Satisfaction Index. When improvements in service quality can deliver those types of returns, most senior executives want to know what really makes the difference.

More ›