C-Suite Leadership Development Program
The Center for Excellence in Service has partnered with the Society for
Marketing Professional Services (SMPS) and Smith's Office of Executive Programs
to offer a customized C-Suite Leadership Development Program (CSLDP) for a
second year. The purpose was to give SMPS members the skills required to
establish themselves as leaders in their firms and in their industries. The
program involved two, two-day session, with a month-long break in between. The
first session of the 2012 Leadership Development Program was held October 18-19
at the Smith School's College Park Campus. Topics included service marketing
strategy, client research, and financial management, with sessions featuring
lively discussions of Harvard Business School cases. During the break, teams of
participants are engaged in Action Learning Projects (ALPs), which involve the
application of service management and financial analysis tools learned during
the first session to problems facing firms in AEC industries. Teams presented
their ALPs to their colleagues and the faculty during the second session, held
November 15-16 at the Smith School’s Campus in the Ronald Reagan Building in
Washington, DC. Topics covered in the second session included managing a
portfolio of clients, designing new services, navigating organizational
dynamics, and delivering internal service quality. More details on the schedule
for the 2012 program are
Frontiers in Service Conference
Academic experts and business leaders from around the world gathered to share
the latest knowledge on service marketing, operations, and management at the
21st annual Frontiers in Service Conference, sponsored by the Center for
Excellence in Service (CES) and hosted at the Robert H. Smith School of
Business. The event, held from June 14 to 17, was co-sponsored by the American
Marketing Association, INFORMS and IBM. Founded in 1992 by Roland Rust,
Distinguished University Professor, David Bruce Smith Chair in Marketing and
Executive Director of CES, the Frontiers in Service Conference
is considered the world's leading annual conference on service research.
To view the 2012 Frontiers in Service Conference
website, click here.
about the 2013 Frontiers in Service Conference click here.
The CES Welcomes Mary Jo Bitner as next editor of
the Journal of Service Research!
Dr. Bitner is currently the PetSmart Chair in Services Leadership and Professor
of Marketing at the W.P. Carey School of Business at Arizona State University.
Additionally, she is the Executive Director of Carey’s Center for Services
Leadership. She has co-authored a prominent textbook on services marketing and
serves on the Board of the American Marketing Association (AMA). Her current
research is in the areas of service infusion strategies for goods manufacturers
and the strategic roles that technology and front-line employees play in
defining customer satisfaction with services. Her research has been published in
the top industry journals. In 2003, Dr. Bitner received the Career Contributions
to the Service Discipline award from the AMA.
here for her full bio.
CES Welcomes New Research Director
The Center for Excellence in Service welcomes Sunil Mithas as Research Director.
Mithas is also an Associate Professor in the Decisions, Operations & Information
Technology Department at the Smith School of Business teaching core and elective
classes in the MBA, EMBA and PhD programs. Sunil’s research focuses on strategic
management and impact of information technology (IT) resources such as IT
spending, IT applications and IT human capital. Mithas’ research has appeared in
journals that include Management Science, Information Systems Research, MIS
Quarterly, Marketing Science, Journal of Marketing, and Production and
Operations Management. Some of this work has been featured in business
publications such as Harvard Business Review, MIT Sloan Management Review,
Bloomberg, Computerworld, and InformationWeek. In addition, he was identified as
a 2011 MSI Young Scholar by the Marketing Science Institute (MSI) and awarded
best reviewer at an INFORMS conference. Please help us welcome Sunil to his new
role with CES!