Center for Excellence in Service

The Center for Excellence in Service (CES) is an academic research center with a network of Smith faculty members who are thought leaders in service marketing and management. The mission of the CES is to create and disseminate knowledge of best practices in service marketing and management to improve service quality, foster service innovation, and enhance service productivity.

Rockbridge research was quoted in Mary Meeker's 2019 Internet Trends Report. Meeker notes that 56 million consumers participate in the On-Demand Economy, according to the National Technology Readiness Survey sponsored by the Center for Excellence in Service and Rockbridge Associates.

Frontiers in Service 2023

June 15-18, 2023

The service research community gathered in Maastricht for an inspiring Frontiers in Service conference that featured classic service research topics along with emerging themes and service innovations.

Themed “From Romans to Robots: Service Research in E-motion”, the Frontiers in Service Conference 2023 provided the opportunity to meet with peers and exchange knowledge about a wide variety of service topics, including service marketing, service management, service operations, service strategy, service design, service engineering, service science, service technology, and AI and robotics as related to service.

Sponsored by INFORMS, the American Marketing Association, SERVSIG, and the Center for Excellence in Service at the University of Maryland.

CES Insights & Research

Tech Layoffs Signal ‘Feeling Economy’ Shift

Read the article : Tech Layoffs Signal ‘Feeling Economy’ Shift
Airlines Failing in Customer Service: Smith Experts Explain its Roots and Strategies for Passengers

Read the article : Airlines Failing in Customer Service: Smith Experts Explain its Roots and Strategies for Passengers
The Pandemic, the Inflation and the Way We Shop Now

Read the article : The Pandemic, the Inflation and the Way We Shop Now
Pandemic Protocols and Diplomatic Boycotts: Can the Olympics Survive?

Read the article : Pandemic Protocols and Diplomatic Boycotts: Can the Olympics Survive?
Checking In on Hotels

Why You’re Likely To See Robots on Your Next Vacation

Read the article : Checking In on Hotels
10 COVID-Era Trends That Are Here To Stay

From healthcare to banking, how our lives have changed

Read the article : 10 COVID-Era Trends That Are Here To Stay

Center News

Research.com Ranks 17 Maryland Smith Professors Among World’s “Best Scientists”
Research.com named 17 scholars from the University of Maryland’s Robert H. Smith School of Business in its latest “best scientists” ranking…
Read News Story : Research.com Ranks 17 Maryland Smith Professors Among World’s “Best Scientists”
25 Maryland Smith Professors Named Among Top 2% Worldwide

A study of the world’s top researchers identifies 25 from the University of Maryland’s Robert H. Smith School of Business in the top 2%…

Read News Story : 25 Maryland Smith Professors Named Among Top 2% Worldwide
Journal of Service Research Having an Even Bigger Impact

The Journal of Service Research, founded by Maryland Smith’s Roland Rust and sponsored by Smith’s Center for Excellence in Service, is…

Read News Story : Journal of Service Research Having an Even Bigger Impact
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