Florida Atlantic University
Center For Services Marketing and Management


The Center for Services Marketing & Management at the Florida Atlantic University was founded in 1991 with the mission of encouraging scholarly interest in the field of services marketing. The Centerís goals include knowledge development and knowledge dissemination in the fast-growing field of services marketing.

According to the U.S. Bureau of Economic Analysis, Survey of Current Business (November 2002), service businesses contribute to over three-fourths of the U.S. Gross Domestic Product. In the Florida Atlantic Universityís proximal service area of Southeast Florida, service firms in industries such as health, tourism, restaurant and entertainment, finance, real estate, and transportation have especially contributed to economic development and high standards of customer service. Given this high presence of service businesses in the area, the Center for Services Marketing & Managementís mission is to be the leading academic and training center for the development and dissemination of knowledge in the field of services marketing. The Centerís current areas of focus include:

  • Customer Relationship Management
  • Services Design and Operations
  • Services Delivery and Service Recovery
  • Service Technologies
  • Industry-specific service requirements and challenges
  • Conceptualization and Delivery of Service Quality
  • Legal and Ethical Issues in Services Marketing and Management
  • Transnational Services Planning and Delivery
  • Internet-based Services

The Center is commitment to encouraging academic research and scholarship in the field of services marketing and management. At the same time, the Centerís goals include educating FAU faculty and students on the various critical and topical issues in services marketing and management and serving the training and workforce development needs of area businesses.

Created by Dianne Parkerson. Last Updated - March 2007