Since then Ben has written several conceptual pieces on what has come to be called the ASA framework. His second stream of research concerns research directed at understanding organizational designs for service quality. In this work Ben early demonstrated the linkage between employee experiences of work and the service quality experiences of the customers they serve. This research has resulted in numerous journal publications related to service quality and also to organizational climate. Thus, the research on employees of service organizations has had organizational climate as a foundation construct.
Current projects focus on integrating the two streams of research briefly outlined earlier.
In addition to these more research-focused efforts, Ben is Vice President of Organizational and Personnel Research, Inc . Recent research consultantships have included the State of Alabama, Sotheby's, the Metropolitan Opera, IBM, Ingram-Micro, and American Express. Some of this work focuses on service and service climate and still other focuses on the development and implementation of selection and promotion examinations in the public sector.