News & Events

The CES offers research, educational, and networking opportunities, adding to the intellectual vibrancy of the Smith School. Our Annual Frontiers In Service Conference held annually in June brings scholars and managers from all over the world to present their cutting edge service research. 

Use this page to check out the latest news, feature stories, and upcoming events for the Center for Excellence in Service at Smith.

Sep 21, 2016
World Class Faculty & Research
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The Fitbit-led fitness wearable market has been growing worldwide by more than 65 percent a year, and Apple is looking to gain a piece of the action. It’s been highlighting the fitness functionalities in its forthcoming Series 2 Watch. But beware of “feature fatigue,” a term coined at the Smith School in a 2006 study co-authored by marketing professor Roland Rust. The concept is based on the notion that, while...

Sep 15, 2016
Experiential / Reality-based Learning
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The Hospitality Business Fellows (HBF) program at the University of Maryland’s Robert H. Smith School of Business was launched on Aug. 29, 2016.

Sep 13, 2016
World Class Faculty & Research
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Southwest Airlines eschews online travel agencies. But a trio of U.S. senators is pushing for a forced marriage of sorts between the industries in the name of consumer protection. The lawmakers recently issued a news release urging pressure on airlines to share fares and fees with online travel agencies. Smith School professors Martin Dresner and P.K. Kannan share insights....

Sep 01, 2016
World Class Faculty & Research
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The Center for Excellence in Service (CES) at the University of Maryland’s Robert H. Smith School of Business welcomes Bloomberg, Inc. to the Professional Services Leadership Initiative (PSLI).

Aug 10, 2016
World Class Faculty & Research
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Recent headlines signal breakfast has been sizzling at U.S. restaurants. But Smith School experts warn that profitably pivoting to meet the demand is not a sure thing for restaurateurs. "Like any other innovation, consumers get used to it and start to lose interest," Smith School professor Janet Wagner says. Dingman Center entrepreneur-in-residence Harry Geller shares three questions that...

Aug 04, 2016
World Class Faculty & Research
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Walls of yellow lockers have popped up at Shoppers grocery outlets around Maryland, dwarfing the Redbox machines that customers have grown used to seeing near store entrances. The lockers belong to Amazon, which is giving the option of ordering online and then picking up in store. Smith School marketing professor Jie Zhang says the strategy helps address key limitations of online retailing....

Jul 13, 2016
World Class Faculty & Research
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Rio de Janeiro’s acting governor Francisco Dornelles recently warned that the Rio Summer Olympics are headed to a “big failure.” He also called his state’s health care system “calamitous” and said his government’s policy of paying workers’ salaries in installments “is a form of slave labor.” Smith School marketing professors Hank Boyd and Roland Rust suggest better ways to manage a crisis...

Jun 30, 2016
World Class Faculty & Research
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The 25th Annual Frontiers in Service Conference was held June 23-26, 2016, in beautiful Bergen, Norway, the gateway to the fjords of Norway and the birthplace for the world-renowned composer Edvard Grieg.

Jun 02, 2016
World Class Faculty & Research
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Say you're a hotel manager trying to decide whether to build a pool: Will the additional reservations you bring in from that amenity offset the cost of construction and maintenance? Or say you offer free bottled water to all guests. If you stopped doing so, would you save money in the long run? New research from the Smith School offers some answers to these questions....

May 04, 2016
World Class Faculty & Research
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Online services such as OpenTable make it easy for consumers to make restaurant reservations — and not show up. But higher-end restaurants are fighting back, and the trend is global. Smith School marketing professor Janet Wagner says the lack of human interaction in online reservation systems lets consumers cancel without feeling responsible for the consequences....

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