Association for Services Management International

Customer service and support in the high tech industries is the focus of this organization, founded in 1976. You'll have to be a member to get the most our of their Web site, but even if you're not, check out their Professional Journal, a monthly publication full of features and columns of interest to anyone involved in service and support — in high tech or not. The journal offers advice, analysis, ideas and case studies on the ins and outs of service management, as well as on general business and management trends affecting service delivery. These are substantial, well written and often well illustrated pieces covering strategic planning, technology, human resources, logistics and other aspects of the service process. You can browse past issues back to December 1996 or use the journal's search engine to find articles on a particular topic. Some columns and features are available to members only — it would help if they indicated which ones before you click on them — but most are available without signing up. AFSM's Professional Journal is a useful source of ideas and insights for service professionals and executives interested in making service work.