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OUR FACULTY 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! OUR ACTIVITIES FRONTIERS IN SERVICE 2012
The 21st Annual Frontiers in Service Conference was hosted by the Center for
Excellence in Service at the Smith School from June 14-17, 2012. The conference
drew attendees from 35 countries around the world. The Frontiers in Service
Conference featured a unique international mix of business people and academics,
and a cross-functional list of topics, including service science, service
innovation, service marketing, service operations, service human resources,
service information technology, e-service, service innovation, and customer
relationship management. Speakers at this year’s conference included many of the
world's leading service experts, including high-ranking executives and prominent
academics.
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SMPS U’S SECOND ANNUAL C-SUITE LEADERSHIP DEVELOPMENT PROGRAM
The Center for Excellence in Service once again 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). The
purpose of the program is to give SMPS members the skills required to establish
themselves as leaders in their firms and in their industries. The 2012
Leadership Development Program was held October 17-19 at the Smith School's
College Park Campus, and November 15-16 at the Ronald Reagan Building in
Washington, DC.
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CHINA TELECOM VISITS FOR CUSTOMER SERVICE SEMINAR A delegation of directors and managers from the customer service department of China Telecommunications Corporation (China Telecom) met with Professor Janet Wagner on November 24, 2012 for a day-long customer service seminar. The delegation was led by Mr. Huang Zhiyong, deputy managing director of China Telecom’s customer service department. The focus of the workshop was how to market and manage a service business for profit. Topics included the essentials of service marketing strategy, how to brand a service firm as an employer, customer lifetime value, and how to manage different profitability segments of the customer market. China Telecom is the third largest telecommunications firm in China. The workshop, in its second year, was sponsored by the Center for Excellence in Service (CES) in partnership with Smith Executive Education. CUSTOMER SERVICE WORKSHOP FOR UMD’S OFFICE OF THE BURSAR A customer service workshop was presented on October 22 and again on October 24, 2012 to staff and managers of the University of Maryland’s Office of the Bursar. The theme of the workshop was “The Best Defense is a Good Offense.” In the three-hour, afternoon session, Janet Wagner, director of the CES, presented an overview of how frontline employees can offer high quality service to their customers. Participants in the workshop engaged in a lively discussion of how to create a positive service experience for their customers, who include students, parents and University staff. Topics included how to deliver service quality, how to recover from service failures caused by customers, and how to manage emotional customers. GLOBAL RESEARCH CONSORTIUM
Professor A. “Parsu” Parasuraman, James W. McLamore Professor of Marketing at
the University of Miami and Distinguished Research Fellow of the CES is one of
eight winners of the MSI 50th Anniversary Ideas Challenge. The focus of the
challenge is Marketing Scholarship 2.0 – encouraging marketing researchers to
collaborate using technology platforms to solve the most pressing marketing
problems. Winners were awarded $10,000 to help them develop their ideas.
Professor Parasuraman’s proposes to develop a global consortium of service
research centers from leading universities around the world, of which the CES
would be a member.
CLICK HERE FOR PROFESSOR PARASURAMAN’S BIO
OUR EVENTS 2013 FRONTIERS IN SERVICE CONFERENCE
The 22nd Annual Frontiers in Service Conference will be July 4-7, 2013 in
Taipei, Taiwan, hosted by
the College of Management at the National Taiwan University. The conference is
sponsored annually by the Center for Excellence in Service at the University of
Maryland. Join over 250 scholars and managers, representing 40 countries, to
share the latest knowledge on service marketing, operations, and management.
Co-chairs of the conference are three distinguished research fellows of the CES,
Ming-Hui Huang, Distinguished Professor of Electronic Commerce, Department of
Management, National Taiwan University; Katherine (Kay) Lemon, Accenture
Professor of Marketing, Boston College; and A. (Parsu) Parasuraman, James W.
McLamore Professor of Marketing, University of Miami.
VISIT THE 2013 FRONTIERS
IN SERVICE WEBSITE
About the Center for
Excellence in Service
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