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Faculty Profile
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Dr. Janet Wagner
Associate Professor
Director, Center for Excellence
in Service
Ph.D., Kansas State
University
Robert H. Smith School of
Business
3463 Van Munching Hall
University of Maryland
College Park, MD 20742
Phone: (301) 405-2126
Fax:
(301) 405-0146
E-mail:
jwagner@rhsmith.umd.edu
Curriculum Vitae
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Joined University of Maryland
in 1983.
Professor Wagner served as
the Associate Chair of the
Marketing Department for seven
years until 2010. She was
recently appointed Director of
the Center for Excellence in
Service at the Smith School of
Business.
Professor Wagner’s research
and teaching focus on services
marketing and survey research
methods. Her most recent
research is on how service firms
in both online and offline
environments build relationships
with their customers. Of
particular interest is how firms
build customer loyalty, through
customer satisfaction, trust,
and value. Professor Wagner’s
research has been published in
the Journal of Marketing
Research, the Journal
of Consumer Research, the
Journal of Retailing, the
Journal of Service Research,
and the Journal of
Consumer Affairs. Professor
Wagner is on the editorial
boards of the Journal of Service
Research and Journal of
Retailing. Her honors and awards
include the Krowe Award for
Teaching Excellence; Excellence
Awards from the Smith M.B.A.
Consulting Program; the Reviewer
of the Year for the Journal
of Consumer Research;
Finalist for the Best Services
Article, 2003 American Marketing
Association Services Special
Interest Group; Outstanding
Teaching Award, University of
Maryland; Teaching Excellence
Award, Center for Teaching
Excellence, University of
Maryland; and Honorable Mention
in the Journal of Consumer
Research’s Ferber Award
competition.
Professor Wagner consults on
customer service, customer
relationship management, service
blueprinting, and service marketing.
Clients have included IBM, AOL,
Hughes Network Systems, Sunrise
Senior Living, Marriott, Consumer
Value Partners (CVP), and Johnson &
Johnson. She has directed or
participated in executive education
programs for China Telecom, the
Society for Marketing Professional
Services (SMPS), CAME of Peru,
Cornell University’s Information
Technology (CIT) Services, the
Industrial Technology Research
Institute (ITRI) of Taiwan, the CIA,
the National Network of Libraries of
Medicine, Lockheed Martin, and PGGM
of the Netherlands. This spring, she
will be offering a customer service
workshop for the University of
Maryland’s Office of Information
Technology (OIT).
Selected Honors & Awards
- Finalist, Excellence in Service Research Award, 2004
- Krowe Award for Teaching Excellence
- Excellence Award from the Smith M.B.A. Consulting
Program
- Reviewer of the Year for the
Journal of Consumer Research
- Honorable mention in the Ferber Award competition
Selected Journal Articles
Mathwick, C., J. Wagner, and R. Unni (2010),
“Computer-Mediated Customization Tendency and the Adaptive eService
Environment,” Journal of Retailing, March 2010, Vol. 86, Issue 1, pp.
11-21.
Bolton,
R., A.K. . Smith and J. Wagner
(2003), “Striking the Right Balance:
Designing Service to Enhance
Business-to-Business Relationships,”
Journal of Service Research,
5 (4), 271-291.
Smith, A.K., R. Bolton, and J. Wagner, (1999), “A Model of Customer Satisfaction
with Service Encounters Involving Failure and Recovery,” Journal of Marketing
Research, September, 356-372.
Garner, T. and J. Wagner, (1991), “Economic Dimensions of Household Gift-Giving,”
Journal of Consumer Research, 18, December, 368-379.
*Wagner, J. and S. Hanna, (1983), “The Effectiveness of Family Life Cycle Variables
in Consumer Expenditure Research,” Journal of Consumer Research, 10, December,
281-291.
*Honorable Mention, Ferber Award Competition for best paper based on a doctoral
dissertation in consumer behavior.
Editorships
- Editorial Review Boards: Journal of Retailing and
Journal of Service
Research
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