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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 is Director of
the Center for Excellence in Service
at the Smith School of Business.
Previously, she served as the
Associate Chair of the Marketing
Department for seven years.
Professor Wagner’s research and
teaching focus on service marketing
management, retailing, 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
board of the Journal of Service
Research, and has served on the
editorial boards of the Journal
of Retailing and the
Journal of Consumer Research.
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. Recently she has
conducted customer service workshops
for the University of Maryland’s
Bursar’s Office, and the University
of Maryland’s Division 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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