Affiliated Faculty

Janet Wagner Associate Chair & Professor Department Marketing Phone: (301) 405-2126 E-mail: jwagner@rhsmith.umd.edu

Education

• Ph.D., Kansas State University, 1982
• M.S., Cornell University, 1973
• B.S., Cornell University, 1970

Interests

Retailing and services marketing, relationship building with customers by service firms in online and offline environments, firm strategies for building customer loyalty

Professional Activities / Affiliations

Editorial Board, Journal of Retailing

Awards

• Krowe Award for Teaching Excellence
• Reviewer of the Year Award for the Journal of Consumer Research

Selected Publications

Wagner, Janet, "A Model of Aesthetic Value in the Servicescape," in A Handbook of Services Marketing & Management, Theresa Swartz and Dawn Iacobucci, eds., New York: Sage Publications, 2000, 65-88.

Wagner, J. and M. Mokhtari, "The Moderating Effect of Seasonality on Household Apparel Expenditure", The Journal of Consumer Affairs, Winter 2000, 314-329.

Smith, A.K., R. Bolton, and J. Wagner, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery," Journal of Marketing Research, September 1999, 356-372.