Fall 2016 edition of Smith Business magazine.
Don’t let your guard down just because a customer service agent has a disarming smile. New research from Smith School professor Hui Liao shows that companies can be friendly and unscrupulous at the same time. "Service climate is distinct from ethical climate," she says. “It’s possible to do harm, but to do it in a nice way.” Some companies even use flattery and attentiveness to compensate for their
On Oct. 17, 2016, undergraduate students at the University of Maryland’s Robert H. Smith School of Business who are in the Hospitality Business Fellows (HBF) program traveled a few miles down the road to visit the headquarters of Chesapeake Hospitality, a nationally-recognized hotel management company.
Air passengers are poised for improved baggage handling as a result of a broader set of forthcoming rule changes from the U.S. Department of Transportation. Smith School professor Martin Dresner says the new rules won't significantly hurt airlines, which already do a pretty good job of delivering bags reliably and on time. He says one possible winner might be Southwest Airlines.
Just a few weeks ago, Twitter had a multitude of potential suitors, with Google, Disney and Salesforce all said to be considering bids to acquire the mainstay social media platform. Then, one by one, the suitors walked away. Liz Sara, chair of the Board of Advisors for the Dingman Center for Entrepreneurship at the Smith School, breaks down what Twitter and its CEO Jack Dorsey