Faculty

The Center for Excellence in Service brings together distinguished faculty members from within and also from outside the Smith School. From service marketing to consumer research and psychology to high-tech systems design and analysis, the faculty offers a diverse, multifaceted perspective on emerging Service issues.

Primary Participating Faculty

G. “Anand” ANANDALINGAM (Dean, former associate dean and chair of DO&IT)

Roland RUST (Executive Director, CES, Distinguished University Professor, David Bruce Smith Chair in Marketing, service marketing, customer equity, marketing models, editor of the Journal of Marketing)

P. K. KANNAN (Director, CES, Associate Professor of Marketing, e-commerce marketing, customer loyalty, e-Service, customer relationship management)

Ritu AGARWAL (Professor and Robert H. Smith Dean's Chair of Information Systems, Adoption of new information technologies, IT-enabled transformations in the health care sector, organizational diffusion and management of innovations)

Gabriel BIEHAL (Associate Professor of Marketing, buyer behavior, e-coupons, corporate image, advertising & communication)

Judy FRELS (Senior Director of Custom Programs and Executive Education Senior Fellow, high-tech marketing, competitive strategies in network markets, consumer switching costs)

Bruce GOLDEN (France-Merrick Professor of Management Science, Network optimization, distribution management, heuristic search, and applied operations research)

Wolfgang JANK (Assistant Professor of Management Science and Statistics, Electronic markets, online auctions, marketing, stochastic optimization and simulation, spatial and temporal data analysis, and functional data analysis)

Hui LIAO (Associate Professor of Management and Organization, service quality, leadership, high performance work systems, workforce diversity)

Sunil MITHAS (Assistant Professor of Information Systems, strategic management and impact of information technology (IT) resources)

Wendy MOE (Associate Professor of Marketing, online marketing, sales forecasting)

A. PARASURAMAN (James W. McLamore Chair in Marketing, University of Miami, service quality measurement, techno-ready marketing, service marketing)

Benjamin SCHNEIDER (Professor Emeritus, University of Maryland, Senior Research Fellow, Valtera Corporation, Service human resources, industrial and organizational psychology)

Joydeep SRIVASTAVA (Associate Professor of Marketing, buyer behavior, behavioral decision theory, behavioral economics, marketing distribution channels, pricing)

Janet WAGNER (Associate Professor of Marketing, Associate Chair, buyer behavior, service marketing, survey research methods)