Primary Participating 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.

Department of Marketing

Roland Rust
Distinguished University Professor
David Bruce Smith Chair in Marketing
Executive Director, Center for Excellence in Service
Executive Director, Center for Complexity in Business

Ph.D., Business Administration
University of North Carolina at Chapel Hill

Research: Service Marketing, Customer Equity, and Marketing Models

Clients: American Airlines, AT&T, Comcast, Dow Chemical, DuPont, Eli Lilly, FedEx, Hershey, Hewlett-Packard, IBM, Lockheed Martin, Microsoft, NASA, NCR, Nortel, Procter & Gamble, Sears, Sony, Unilever, and USAA

Janet Wagner
Associate Professor of Marketing
Director, Center for Excellence in Service

Ph.D., Consumer Economics
Kansas State University

Research: Service Recovery, Customer Relationship Management, Customer Loyalty, Customer Satisfaction, and Customer Survey Research

Clients: IBM, AOL, Hughes Network Systems, Sunrise Senior Living, Marriott, Consumer Value Partners (CVP), and Johnson & Johnson. She has conducted service-oriented executive education programs, both off line and online, for Cornell University’s Information Technology Services, the Industrial Technology Research Institute of Taiwan, CAME of Peru, the CIA, the National Network of Libraries of Medicine, Lockheed Martin, and PGGM of the Netherlands.

P.K. Kannan
Ralph J. Tyser Professor of Marketing Scienc
Chair, Department of Marketing

Ph.D., Management
Purdue University

Research: New Product/Service Development, Design and Pricing Digital Products and Product Lines, Marketing and Product Development on the Internet, E-service, Customer Relationship Management and Customer Loyalty

Clients: Black & Decker, Home Depot, ARINC, McCormick, Northrup Grumman, Tata Engineering, Ingersoll- Frito-Lay, Pepsi Co, Giant Food, SAIC, Fannie Mae, and IBM.

David Godes
Associate Professor of Marketing

Ph.D., Management Science
MIT Sloan School of Management

Research: Sales Management, Social Networks/Word of Mouth Marketing

Case studies: Federal Express, Avon Products, Terumo (Japan), SKF (Sweden), XM Satellite Radio, BMW, IBM, Hasbro, BzzAgent and Lincoln Financial

Yogesh Joshi
Assistant Professor of Marketing
 
Ph.D., Marketing
University of Pennsylvania, The Wharton School
 
Research: Competitive Marketing Strategies, Market Entry, Optimal Product Portfolios, Brand Extensions, Diffusion and Innovation

Wendy Moe
Associate Professor of Marketing

Ph.D., Marketing
University of Pennsylvania

Research: Online Marketing, Sales Forecasting

Rebecca Hamilton
Associate Professor of Marketing

Ph.D., Management
MIT Sloan School of Management

Research: Consumer Decision Making, Strategic Information Systems

Joydeep Srivastava
Ralph J. Tyser Professor of Marketing and Consumer Psychology

Ph.D., Business Administration
University of Arizona

Research: Buyer Behavior, Behavioral Decision Theory, Behavioral Economics, Marketing Distribution Channels, Pricing

Department of Management & Organization

Hui Liao
Associate Professor of Management and Organization
Research Director, Center for Excellence in Service

Ph.D., Human Resources and Industrial Relations
University of Minnesota

Research: Service Quality, Leadership, High Performance Work Systems, Workforce Diversity

Department of Decision Operations & Information Technology

Ritu Agarwal
Professor and Robert H. Smith Dean's Chair of Information Systems
Founder and Director, Center for Health Information and Decision Systems

Ph.D., Management Information Systems
Syracuse University

Research: Adoption of New Information Technologies, IT-enabled Transformations in the Health Care Sector, Organizational Diffusion and Management of Innovations, Online Social Networks, Health 2.0, Online Search, and Technological Innovation, Adoption, Diffusion and Use

Bruce Golden
The France-Merrick Chair in Management Science

Ph.D., Operations Research
Massachusetts Institute of Technology

Research: Network optimization, distribution management, heuristic search, and applied operations research

Clients: IBM, UPS, the U.S. Postal Service, the U.S. Air Force, the U.S. Army, Federal Express, Toyota, DuPont

Wolfgang Jank
Associate Professor of Management Science and Statistics
Director, Center for Complexity in Business

Ph.D., Statistics
University of Florida

Research: Electronic Markets, Online Auctions, Marketing, Stochastic Optimization and Simulation, Spatial and Temporal Data Analysis, and Functional Data Analysis

Sunil Mithas
Associate Professor of Information Technology

Ph.D., Business Administration
University of Michigan

Research: Strategic Management and Impact of Information Technology (IT) Resources