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

P.K. Kannan 

Ralph J. Tyser Professor of Marketing Science
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.

Yogesh Joshi
Associate 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
Professor of Marketing

Ph.D., Marketing
University of Pennsylvania

Research: Online Marketing, Sales Forecasting

Department of Management & Organization

Hui Liao
Endowed Smith Dean’s Professor in Leadership and Management
Distinguished Research Fellow, 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

Sunil Mithas
Professor of Information Technology
Research Director, Center for Excellence in Service

Ph.D., Business Administration
University of Michigan

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

Robert H. Smith School of Business
Map of Robert H. Smith School of Business
University of Maryland
Robert H. Smith School of Business
Van Munching Hall
College Park MD 20742