[Skip to main content]

Login

Welcome:
Guest

Search for:
Search
 
Browse:
in subject area  

| NHS Health Care Management case studies. |

Browse


Strategy & International Business Interviews


Order: alphabetically | by recency | by popularity

Dr. John P. Kotter

Regarded by many as the authority on leadership and change, Dr. John P. Kotter is a New York Times best-selling author, award-winning business and management thought leader, inspirational speaker, and Harvard professor. His ideas, books, and company, Kotter International, have helped mobilize people around the world to better lead organizations and their own lives. In this interview, Kotter discusses his latest book Accelerate: Building Strategic Agility for a Faster-Moving World.

Dr Max Mckeown

Dr. Max Mckeown is the author of The Strategy Book, winner of the Commuter Read at the Chartered Management Institute Book of the Year 2013 and Amazon's Best Business Books of 2012. He is also author of The Innovation Book, Adaptability: The Art of Winning in an Age of Uncertainty, and four other books. He works as a strategic coach with Fortune 100 companies and is also a popular keynote speaker at conferences worldwide.

Rita Gunther McGrath

Rita Gunther McGrath is a professor at Columbia Business School and a renowned expert on strategy in uncertain and volatile environments. She has written numerous books and articles on the subject, the most recent of which is The End of Competitive Advantage: How to Keep Your Strategy Moving as Fast as Your Business. In this interview, McGrath outlines the central arguments from her book, and discusses what the future holds for strategy.

Allan Leighton

Leighton's second book, Tough Calls: Making the Right Decisions in Challenging Times, offers advice on how to approach the most difficult business decisions, with insight from such high-profile figures as Sir Terry Leahy, Sir Stuart Rose, and Adam Crozier. All proceeds from Tough Calls go to Breast Cancer Care.

Charles Jennings

Charles Jennings is the director of Duntroon Associates, a leading learning and performance consultancy practice focused on helping organizations build their ability to deliver maximum business benefit from their workforce. He is also a Principal of The Internet Time Alliance, a think-tank of leading learning and business performance practitioners helping organizations exploit emerging practice and informal and social learning to "work smarter".

Roger Martin

Roger Martin believes that the shareholder value system has been rigged to the detriment of stockholders, that great managers are distinguished by how they think before they decide what to do, and that design thinking is a key competitive competency. Martin is dean of the Rotman School of Management, University of Toronto, where he is also a professor of strategic management and holds the Premier's Research Chair in Productivity and Competitiveness.

Henry Mintzberg

Henry Mintzberg is a world-renowned business thinker. He first came to prominence with his book The Nature of Managerial Work. Since then he has written a number of books covering a diverse range of subjects, from corporate strategy to the ordeals of international travel. A new compilation of essays titled Management? It's Not What You Think! features thirteen broadsides by the veteran observer and outspoken critic of corporate follies.

Jeremy Darroch

Mr Jeremy Darroch is the fifth BSkyB CEO succeeding James Murdoch in 2007 and the first internal candidate to take the chief executive role. Under his leadership BSkyB has continued to be highly successful. He has presided over a period of steady financial and operational growth coupled with successful introduction of new technological innovations and investment in standout content helping BSkyB to attain its 10 million-subscribers' goal and broadening its customer proposition.

Wayne Visser

Wayne Visser is Founder and Director of the think-tank CSR International and the author of twelve books, including nine on the role of business in society. His most recent book is The Age of Responsibility: CSR 2.0 and the New DNA of Business.

James Quigley and Mehrdad Baghai

Mehrdad Baghai is Managing Director of Alchemy Growth Partners, a boutique advisory and venture firm in Sydney, Australia. Mehrdad has been advising global companies on growth, organization design, and transformation for the last 20 years. He is currently co-leader of the As One flagship project, the Deloitte member firm network's global initiative on collective leadership. James H. Quigley is CEO of Deloitte Touche Tohmatsu Limited. Their book, As One, is published by Penguin.

Jenny Rogers

Jenny Rogers is one of the UK's most experienced executive coaches with 18 years of successful experience. Her clients include Chief Executives and Directors of some of the UK's best known organizations. She is noted as an author of several best-selling books on coaching and adult learning. Her book, Job Interview Success, is published by McGraw-Hill Professional.

Rick Kash

Rick Kash is co-author of HOW COMPANIES WIN: Profiting from Demand-Driven Business Models No Matter What Business You're In, and is the founder and CEO of The Cambridge Group, one of the premier consulting firms in the United States.

Jocelyn R. Davis

Jocelyn R. Davis and Edwin H, Boswell are executives at The Forum Corporation. Forum is a global professional services firm that works with senior leaders to accelerate their critical business strategies.

Sally Bibb

Sally Bibb has more than twenty years experience working in organisations, consulting to them, studying them and writing about them. Expert in organisational trust and ethics, she has been studying this field for many years.

Dr Tony Hayward

BP is the world's third largest global energy company and one of the six "oil super majors". Tony Hayward took over as the Chief Executive of a badly bruised BP in May 2007. He introduced his "Forward Agenda" with the aim of turning BP into a more efficient and simpler organization. His formula is simply about operational efficiency. His mantra "less is more" is liked and understood by his employees.

Anthony Habgood

Mr Anthony Habgood was appointed the Chief Executive of Bunzl in 1991. He is widely credited with transforming Bunzl into a successful focused outsourcing services business. Mr. Habgood was appointed Chairman of Reed Elsevier in 2009 when he retired from Bunzl. Reed Elsevier is also being transformed although arguably it is in a better shape than most publishers to weather the economic downturn.

Mark Johnson

Mark Johnson is chairman of Innosight, a strategic innovation consulting and investing company with offices in Massachusetts, Singapore, and India, which he co-founded with Harvard Business School professor Clayton M. Christensen. He has consulted to Global 1000 and start-up companies in a wide range of industries and has advised Singapore's government on innovation and entrepreneurship. His latest book is Seizing the White Space.

Karen M. Gibler

Dr. Gibler teaches graduate and undergraduate courses in real estate principles, investment analysis, corporate real estate management and market analysis at Georgia State University where she is an associate professor of real estate. An active member of the American Real Estate Society, Dr. Gibler is currently the president of the International Real Estate Society. Before joining academia, she worked in city planning both as a municipal government employee and as a private consultant.

Arnoldo Hax

Arnoldo Hax is a world renowned expert in the fields of strategic management, operations management and operations research. He is the author and co-author of ten books and hundreds of articles in scientific periodicals. His latest book The Delta Model: Reinventing Your Business Strategy provides powerful new concepts and practical tools to guide organizational leaders into a completely different way of looking at strategy.

Robin Speculand

Robin Speculand is Chief Executive of Bridges Business Consultancy Int and bestselling author. His latest book is Beyond Strategy – The Leader's Role in Successful Implementation. His work begins once clients have crafted their strategy and are ready to begin the implementation journey.

Todd Stitzer

Cadbury is one of the world's largest confectionery businesses with number one or number two positions in over 20 of the world's 50 biggest confectionery markets. Todd Stitzer was appointed to the Board in March 2000 and as CEO in May 2003. His business leadership, legal and commercial expertise make him well placed to lead the organization as it delivers on its commitment to achieve superior shareholder performance through Vision into Action.

Randy Komisar

Randy Komisar is the author of the critically acclaimed best-seller The Monk and the Riddle, a partner at Kleiner Perkins Caufield & Byers, and a lecturer on entrepreneurship at Stanford University. John Mullins is the author of the business best-seller The New Business Road Test, and an Associate Professor of Management Practice at London Business School. Here, they discuss their new book, Getting to Plan B.

Rob Goffee & Gareth Jones

Rob Goffee is professor of organizational behaviour at London Business School, where he teaches on the world-renowned Senior Executive Programme. In a career that has spanned both the academic and business worlds, Gareth Jones was director of human resources and internal communications at the British Broadcasting Corporation (BBC); and at Polygram, then the world's largest recorded music company, he was senior vice president for global human resources.

Stephen Millett

Stephen Millett is the founder and president of Futuring Associates LLC, a Columbus, Ohio-based futures consultancy. Stephen previously spent 27 years as Resident Futurist at the Battelle Institute, the world's largest non-independent R&D organization where he managed over 100 major futuring and visioning projects for clients in North America, Europe and Asia. Here, Stephen shines a light on the use of scenarios in the business strategy process and the insights scenarios can offer.

Jason Jennings

Jason Jennings has spent twenty years founding and leading successful businesses and teaching other companies how to achieve their full economic potential. His latest book, Hit The Ground Running – A Manual For New Leaders, identifies the ten American CEOs who created the greatest amount of shareholder value between 2000 and 2008. It tells their stories and explains the strategies, tactics and values that allowed them to achieve such remarkable performance.

Robert Camp

Often referred to as "the father of benchmarking," Robert Camp spent 23 years at Xerox Corporation where he was responsible for expanding and intensifying benchmarking in all Xerox units, and directing the internal Xerox network charged with ensuring that customer satisfaction and business results improved through incorporation of best practices in products, services and business processes.

Keith T. Cheatham

Keith T. Cheatham was named President and CEO of Siemens Real Estate US in 2004. Keith joined SRE-US in 2003 as Executive Vice President & CFO, during which time he successfully established the foundation for centralizing the management of Siemens' US real estate portfolio to increase transparency and gain greater economies of scale.

Rafiq Dossani

Rafiq Dossani is a senior research scholar at Shorenstein APARC, responsible for developing and directing the South Asia Initiative. In his new book India Arriving, Rafiq Dossani goes beneath the veil surrounding India and considers the many ways it has begun to emerge onto the world stage.

David Connell

David Connell has been a Senior Research Associate at the Centre for Business Research at the University of Cambridge since 2006. He was previously founding Chief Executive of TTP Ventures, a venture capital fund specializing in early stage science and technology-based ventures with funding from Boeing, Siemens and financial institutions.

Jim Champy

Jim Champy revolutionized business with his book Reengineering the Corporation. Here he speaks to Emerald about how companies must innovate beyond process and find totally new ways of doing business.

Tarun Khanna

Dr. Tarun Khanna, Jorge Paulo Lemann Professor at Harvard Business School, has been a member of the faculty since 1993, where he studies, and works with, multinational and indigenous companies and investors in emerging markets worldwide.

Matthew S. Olson & Derek van Bever

Over time, 90 per cent of the Fortune 100 have experienced devastating growth stalls, yet almost the same percentage of those stalls were the result of preventable strategic or organizational factors...

David Maister

David Maister is acknowledged as one of the world's leading authorities on the management of professional service firms. His new book explores "the Fat Smoker syndrome" and how individuals, managers and organizations can overcome the temptations of the short-term and actually do what they already know is good for them.

Christine Comaford-Lynch

Christine Comaford-Lynch is CEO of Mighty Ventures, an innovation accelerator which helps businesses to increase sales, product offerings, and company value. She has built and sold 5 of her own businesses and has invested in over 200 startups, including Google. Christine has consulted to the White House and 700 of the Fortune 1000.

Michael Regester

Michael Regester is an international authority, author and lecturer on risk issues and crisis management and is regarded as having pioneered many of the systems, procedures and training programmes which companies can put into place to handle the communications aspects of crisis situations.

David Taube

Now semi-retired, David Taube is the founder and Senior Partner of Woldingham, Surrey, UK-based CMF Consulting, which specializes in Strategic Planning. Prior to forming CFM, he was Head of Publicity for numerous divisions of Honeywell and a Director of the UK arm of public relations counsellors Ruder & Finn, where he advised Philip Morris and 3M Corporation.

Jason Santamaria

Jason Santamaria is the Director of Enterprise Transformation at Brea, California-based Avery Dennison, Inc., a $5 billion office products manufacturer. Prior to joining Avery Dennison he worked in strategy consulting with McKinsey & Company and served as an officer in the United States Marine Corps. Here, he talks about how military strategy offers a novel way to think about business strategy.

Tom Lawton

Dr Thomas Lawton is Director of Joint Honours Programmes and Senior Lecturer in Strategic Management and International Business at Tanaka Business School. Here he discusses cultural differences in management, the success of IKEA and his new book Breakout Strategy: Meeting the Challenge of Double-Digit Growth

Michael E. Raynor

Michael E. Raynor is the Distinguished Fellow with Deloitte Research. He was born in Brantford, Ontario and holds an undergraduate degree in Philosophy from Harvard College in Cambridge, MA, where he graduated Magna cum Laude.

John Hamm

John Hamm is a General Partner with VSP Capital, Inc., a San Francisco-based venture capital firm specialized in funding new companies in the consumer technology sector. His diverse background as an operating executive and start-up CEO at over a dozen technology companies give him a unique and informed perspective on early-stage investing.

Haruka Nishimatsu

Mr Haruka Nishimatsu is the President and CEO of Japan Airlines (JAL). Japan Airlines was founded in the summer of 1951, and in 1953 was re-organized as a semi-government corporation with the Japanese government taking a 50 per cent share. The JAL Group currently employs 38,400 staff with about 17,640 working in the airline transportation sector.

James P. Andrew & Harold L. Sirkin

Jim Andrew leads the Boston Consulting Group's global activities in the area of innovation and has written and spoken extensively on the topic. Hal Sirkin is a Senior Vice President at the Boston Consulting Group and worldwide leader of their Global Operations Practice. How much should you invest in a new product or service? How fast should you push it to market? How quickly can you get to optimal value? Find out in this interview.

Richard Scase

Richard Scase holds visiting professorships at the universities of London, Kent and Essex, Auckland, Beijing, Monash and Tilburg. A leading European business strategist, he draws on his experience as an entrepreneur and academic to create future scenarios for his audiences at a wide range of corporate and government organizations internationally.

Bill Guns

Bill Guns is SRIC-BI's President and CEO. He has over 20 years' experience in working with clients on technology and business futures analysis, ideation, scenario planning, strategic marketing of new products and product development of information technology products and services. He speaks here about ideation and how good innovation should be a process leading in a direction with a future.

Bill Ralston & Ian Wilson

Bill Ralston and Ian Wilson have written a unique resource for corporate leaders - The Scenario Planning Handbook: Developing Strategies in Uncertain Times Strategy & Leadership editor Robert M. Randall interviewed them to ask, for example, why does scenario planning deserve special top management attention?

Lesley Gaines-Ross

Weber Shandwick is one of the world's leading public relations and communication management companies. In her role as the firm's Chief Reputation Strategist, Leslie Gaines-Ross leads Weber Shandwick's reputation consulting services and proprietary thought leadership development. She is one of the world's most widely recognized experts on CEO and company reputation.

Paul Menmuir

Based in Madrid, Paul Menmuir is a vice president with the international management consulting firm A.T. Kearney. Prior to joining Kearney in 1992, he was Managing Director of East European Operations for Price Waterhouse. His areas of specialization include strategy, governance and organization, M&A, financial management and human capital development.

Ann Pickard

Headquartered in Nigeria, Ann Pickard is Regional Executive Vice President of Shell Exploration and Production Africa Ltd. Within Shell, she also serves as Director, Global Businesses & Strategy, and as a member of Shell's Exploration and Production performance management team. She has many years' experience in country risk assessment for South America, former Soviet Union, the Middle East and Africa.

Joel Kurtzman

Joel Kurtzman is Chairman of the Kurtzman Group, a consulting and advisory firm. Through the Kurtzman Group, he is Senior Advisor to the leadership of PricewaterhouseCoopers - the world's largest professional services equity firm. Joel also advises a number of private equity firms and is co-chairman, with Harvey Pitt, of The Governance Summit.

Dr. Robert S. Kaplan

Strategy & Leadership recently met with Drs. Robert S. Kaplan and David P. Norton to discuss the ideas in their new book Alignment: Using the Balanced Scorecard to Create Corporate Synergies. Dr. Kaplan is Baker Foundation Professor at Harvard Business School, and Dr. Norton is President of Palladium Group, Inc.

Mark Jenkins, Ken Pasternak & Richard West

At-the-limit assists organizations improve their performance through enjoyable and stimulating training programmes that are grounded in the dynamic, competitive, global industry of Formula 1 Motor Racing. Find out more from Mark Jenkins, Ken Pasternak & Richard West, who also discuss their book Performance at the Limit: Business Lessons from Formula 1 Motor Racing.

Ross Campbell

Ross Campbell is Chief Executive of Ross Campbell and Associates, a Melbourne, Australia-based consulting company that has designed crisis management response and recovery plans and exercises for leading organizations throughout Australia, Asia, Europe, Canada, Mexico and the USA. The company's clients have included General Motors, Mitsubishi, Rio Tinto and Toyota.

George Stalk

George Stalk is a senior vice-president and director of The Boston Consulting Group (BCG). He has worked with BCG for nearly 30 years, initially based in Boston, then Tokyo, Chicago and currently Toronto. His focus is the creation of unassailable competitive advantage and his work includes the integration of emerging Chinese threats and opportunities into competitive strategies.

Vijay Govindarajan & Chris Trimble

For the past 20 years, Vijay Govindarajan has been researching and writing about strategy and organization. His publications have been cited more than 1000 times. Chris Trimble has run leadership development programmes at organizations including Motorola, The New York Times Company, Pitney Bowes and British Telecom.

Robin Speculand

Robin Speculand is the CEO of Bridges Consultancy Int, which specializes in making strategy come alive. Speculand's new book Bricks to Bridges: Make Your Strategy Come Alive shows how most strategy implementation efforts don't work; as many as 90 per cent fade out along the way or simply fail to deliver.

Sydney Finkelstein

In addition to his work at Dartmouth Colleges Tuck School of Business, Sydney Finkelstein serves as a consultant with a host of major corporations, including American Express, BASF, Boeing, and General Electric. Here, Finkelstein exposes the root causes of corporate failures and offers an unprecedented look into the kinds of mistakes that can bring a great company to the brink of collapse.

Andrew Campbell

Andrew Campbell is one of three directors of the Ashridge Strategic Management Centre. This is a research centre devoted to issues concerned with the management of multi-business companies. His current work programme includes directing research projects, running management programmes on strategy, lecturing to large and small audiences and acting as consultant to client companies.

B. Joseph Pine II

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies. Mr. Pine is frequently quoted in such places as Forbes, The New York Times, Wired, Business 2.0, USA TODAY, ABC News, Fortune, Business Week, and Industry Week. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum and is a Visiting Professor at the University of Amsterdam.

Barbara Cassani

Barbara Cassani is best known for founding the low-cost airline Go in the UK and for her work in driving the successful British bid for the 2012 Olympic Games. In demand around the world as a lively and engaging speaker on leadership and start-ups, read what she has to say about issues of organizational culture, her clash with easyJet and the challenges of the Olympic bid.

Peter Senge

Peter M. Senge has received worldwide acclaim for his work in translating the abstract ideas of systems theory into tools for understanding economic and organizational change. In this interview Senge discusses the disciplines that help create a genuine learning organization and how they come into play in his work around environmental sustainability issues.

Sam Rovit

Sam Rovit is a partner in the Chicago office of Bain & Company and head of the Global Mergers & Acquisitions Practice. Mr Rovit has served clients in the retail, distribution, manufacturing, telecom and consumer products sectors.

Alfred Chandler

It is not an overstatement to say that all business history is a footnote to the work of Alfred Chandler. He is the giant of the field. His papers and books established business history as an independent and important area for study. Read what he has to say about diversification, business leaders and the ways in which to succeed in business.

Richard Norman

Dr. Richard Norman specializes in researching lessons from New Zealand's experience of reinventing its public sector systems. He is also director of two annual seminars focusing on public sector reform issues, conducted in Wellington for the Commonwealth Secretariat.

John Seddon

John Seddon, controversial but informed commentator on management thinking, has a reputation for challenging convention. His consulting business - Vanguard - seeks to help service organizations change from command and control to a systems approach to the design and management of work. Read what he has to say about public sector waste and systems thinking.

Renée Mauborgne & Chan Kim

International thought leaders W. Chan Kim and Renée Mauborgne have some startling strategic advice for your organization: fighting for competitive advantage, battling over market share and struggling for differentiation is not the way to create profitable growth. Instead, the way to achieve lasting success is by creating "blue oceans." Find out more in this engaging interview.

Paul Saffo

Paul Saffo is the Director of The Institute for the Future which is based in California's Silicon Valley. Founded in 1968, the Institute is a nonprofit research group helping companies and government agencies make better decisions about the future. In this interview, read what he has to say about the emerging trends and discontinuities influencing the global business environment.

John Seely Brown

Dr John Seely Brown is a prominent speaker, author and a visiting scholar at the Annenberg Center at the University of Southern California. Until June 2000 he was also Director of the Xerox Palo Alto Research Center (PARC) - a position he held for 12 years. Read what he has to say about nurturing invention and managing innovation.

Michael Treacy

Consultant and author Michael Treacy believes that many organizations - not just a few industry leaders - can achieve double-digit growth year after year if they become as disciplined about growth as they are about cost-cutting. Find out about Treacy's research into the growth strategies of more than 130 companies in this compelling interview.

Elaine Dundon

Elaine Dundon, MBA is the founder and Managing Director of The Innovation Group - an international firm dedicated to elevating the innovative thinking potential of individuals, teams, and organizations. A recognized thought leader in the field of innovation management, Elaine is highly regarded for bringing a disciplined and practical approach to the field.

Jack Welch

Jack Welch is the most admired CEO in the world. His 20-year reign as the head of GE brought the company from bureaucratic behemoth to dynamic and revered powerhouse. During his tenure, GE market value grew from $13 billion to $500 billion. Here he talks about the Sarbanes-Oxley act, organizational integrity and economic issues.

C.K. Prahalad

C. K. Prahalad is a Professor of Business Administration and Professor of Corporate Strategy and International Business at the University of Michigan Business School. He specializes in corporate strategy and the role and value added by top management in large, diversified, multinational corporations. Read what he has to say about the concept of co-creation described in his latest book.

Stefan Jacoby

Stefan Jacoby was President and CEO of Mitsubishi Europe for three years. He joined the company in 2001 to initiate and manage its turnaround. In this interview, read what he has to say about the difficulties he initially faced at Mitsubishi and the strategies he used to bring people on board and ultimately change the fortunes of the organization.

Jonas Ridderstråle and Kjell A. Nordström

What are the dominant forces that shape society today? Is capitalism the answer for the future? Read this exclusive interview with best selling business authors Jonas Ridderstråle and Kjell A. Nordström to find out more about how the economic and business landscape is changing.

Chris Zook

What is it that allows some companies to push the boundaries of their core business out into new areas with a high rate of success? This is the question prominent author and corporate growth guru Chris Zook sets out to answer in his latest book Beyond the Core. Find out what constitutes good growth in this thought-provoking interview.

Frank Shaw

Frank Shaw is the founder and Director General of the Centre for Future Studies - an independent forecasting think-tank - and Chairman of the UK Futurists Network, a global community of thinkers working across a wide range of subjects concerned with improving the quality of life. Read what he has to say about future studies and how this has developed as a discipline.

Charles Handy

Professor Charles Handy, a founding father of management education in the UK is a self-styled social philosopher, writing of the world of work not only in management terms, but in relation to its impact on the life of the individual and society. Read what he has to say about the 'New Alchemists', entrepreneurs in different fields who have effectively created "something out of nothing".

Scott McGregor

Are you aware of the potential risks involved in outsourcing? As a CEO, do your employees really know what you do? In this exclusive interview, Scott McGregor, CEO of Philips Semiconductors discusses the need for leaders to practice transparent communication, develop their flexibility and take an informed approach to outsourcing.

John Child

Professor John Child holds the Chair of Commerce at the University of Birmingham, UK and consults for major corporations in the areas of strategic alliances, organizational design, organizational learning and business operations in China. Read what he has to say about the challenges of establishing successful joint ventures in China.

Igor Filatotchev

Igor Filatotchev is Professor of Strategic Management at Bradford University School of Management and Co-Director of the Centre for Research on Enterprise in Emerging Markets, University of Nottingham. Read what he has to say about his research into corporate governance life-cycles relating to initial public offerings (IPOs) in the UK and links between corporate governance and corporate performance.

Andy Neely

Andy Neely is Professor of Operations Strategy and Performance and Director of the Centre for Business Performance at Cranfield School of Management, UK. Read what he has to say about the challenges of performance measurement, the aims of the Performance Management Association and advantages of The Performance Prism.

Edgar Schein

Edgar Schein is Sloan Fellows Professor Emeritus and Senior Lecturer at Massachusetts Institute of Technology Sloan School of Management. Read what he has to say about issues of corporate culture, the potential impact on the success or otherwise of mergers and acquisitions and the pressing need to take corporate culture into account when planning joint strategies.

George Yip

George Yip is Professor of Strategic and International Management at London Business School. Read what he has to say about the declining importance of local adaptation, the importance of global strategies and the role of the Internet in driving globalization.

Leonard Berry

Leonard Berry holds the JC Penney Chair of Retailing Studies and is Distinguished Professor of Marketing and founding Director of the Centre for Retailing Studies at Texas A&M University. Read what he has to say about his latest book Discovering the Soul of Service which identifies and explores nine specific drivers of sustainable long-term business success.