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William H. "Bill" Bleuel, PhD

Professor of Decision Sciences

GSBM Instruction

Phone: (805) 379-5814

Email: william.bleuel@pepperdine.edu

William H. "Bill" Bleuel Professor of Decision Sciences

Business/Academic Experience

Dr. Bleuel's expertise lies in the quantitative aspects of business. He specializes in the measurement and analysis of business operations, call center operations, customer satisfaction, customer loyalty, and customer retention. He acts as an expert witness in the area of intellectual property.

He has held senior positions in engineering, marketing, and service management at Xerox, Taylor Instrument Company, and Barber Colman Company. Dr. Bleuel has also had experience as general manager in two start-up companies that he co-founded.

After the Sale, his second textbook, has replaced his first book, Service Management. He has been the Franz Edelman Award winner for The Institute of Management Sciences; he received the Armitage Medal from the Society of Logistics Engineers, and the Patton Publication Award. He became a Luckman Distinguished Teaching Fellow at Pepperdine in 1996.

For more information on Dr. Bleuel's work please visit the following link:

www.thecustomerinstitute.blogspot.com

Community Involvement - Local

He is actively involved in the long-range planning committee of Westminster Presbyterian Church in Westlake Village. He sings with the Harmony Oaks Chorus, the local barbershop chapter for the Conejo Valley.

Community Involvement - National

Dr. Bleuel serves as academic advisor to the Computer Technology Industry Association. In addition he is an active seminar leader for the International Quality and Productivity Council, and is a regular speaker at the International Conference for Service Executives.

Texas A&M University

Doctor of Philosophy

University of Rochester

Master of Science

Carnegie Mellon University

Bachelor of Science in Electrical Engineering

Graziadio Business Review

“Keeping Up with the Quants” By Thomas H. Davenport and Jinho Kim

“Customer Experience 3.0” by John A. Goodman

Strategic Customer Service by John Goodman

A Complaint Is a Gift by Janelle Barlow and Claus Moller

Editorial

Cultivating the Customer Asset