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.

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....

Apr 27, 2016
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Consumers in the on-demand economy don’t have to wait for what they want. They can go online, order a product or service, and then wait for it to arrive within minutes or hours. The National Technology Readiness Survey, authored by fellows of the Smith School's Center for Excellence in Service, has measured U.S. attitudes and behaviors toward technology since 1999. Here are findings from the latest survey, which focuses...

Apr 21, 2016
World Class Faculty & Research
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The results of the latest National Technology Readiness Survey (NTRS), which shows the on-demand economy continuing to flourish, were featured in the April 14, 2016 Harvard Business Review.

Feb 23, 2016
Experiential / Reality-based Learning
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The Center for Excellence in Service at the university of Maryland's Robert H. Smith School of Business is proud to announce the Smith Hospitality Business Fellows (HBF) program. The HBF is the newest addition to the Smith School’s portfolio of undergraduate business fellows programs. Students in the Hospitality Business Fellows program will learn strategic tools and analytical skills they need to succeed as business leaders.

Feb 18, 2016
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High-performing marketing managers from four global firms met at the University of Maryland’s Robert H. Smith School of Business for Cohort Three of the Professional Services Leadership Initiative (PSLI). This two-session program is organized by the Center for Excellence in Service and the Office of Executive Programs at Smith.

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