Center for Excellence in Service

The Center for Excellence in Service (CES) is an academic research center with a network of Smith faculty members who are thought leaders in service marketing and management. The mission of the CES is to create and disseminate knowledge of best practices in service marketing and management to improve service quality, foster service innovation, and enhance service productivity.

Rockbridge research was quoted in Mary Meeker's 2019 Internet Trends Report. Meeker notes that 56 million consumers participate in the On-Demand Economy, according to the National Technology Readiness Survey sponsored by the Center for Excellence in Service and Rockbridge Associates.

Frontiers in Service 2023
June 15-18, 2023

Abstract submission deadline: 25 November 2022

CALL FOR PAPERS

It is our pleasure to invite the service research community to Maastricht for an inspiring Frontiers in Service conference that features classic service research topics along with emerging themes and service innovations.

Themed “From Romans to Robots: Service Research in E-motion”, the Frontiers in Service Conference 2023 will provide the opportunity to meet with peers and exchange knowledge about a wide variety of service topics, including service marketing, service management, service operations, service strategy, service design, service engineering, service science, service technology, and AI and robotics as related to service.

Join us for what will be a dynamic and innovative conference with academics and professionals. The conference is sponsored by INFORMS, the American Marketing Association, SERVSIG, and the Center for Excellence in Service at the University of Maryland.

CES Insights & Research

Airlines Failing in Customer Service: Smith Experts Explain its Roots and Strategies for Passengers

Read the article : Airlines Failing in Customer Service: Smith Experts Explain its Roots and Strategies for Passengers
The Pandemic, the Inflation and the Way We Shop Now

Read the article : The Pandemic, the Inflation and the Way We Shop Now
Pandemic Protocols and Diplomatic Boycotts: Can the Olympics Survive?

Read the article : Pandemic Protocols and Diplomatic Boycotts: Can the Olympics Survive?
Checking In on Hotels

Why You’re Likely To See Robots on Your Next Vacation

Read the article : Checking In on Hotels
10 COVID-Era Trends That Are Here To Stay

From healthcare to banking, how our lives have changed

Read the article : 10 COVID-Era Trends That Are Here To Stay
3 Big Forces That Are Changing Marketing

And how they're deepening consumer relationships

Read the article : 3 Big Forces That Are Changing Marketing

Center News

Journal of Service Research Having an Even Bigger Impact

The Journal of Service Research, founded by Maryland Smith’s Roland Rust and sponsored by Smith’s Center for Excellence in Service, is…

Read News Story : Journal of Service Research Having an Even Bigger Impact
Frontiers in Service Conference to Explore ‘Service in the World of AI and Digital Technologies’

Industry Leaders and prominent academics will meet to discuss and share research on “Service in the World of Artificial Intelligence and…

Read News Story : Frontiers in Service Conference to Explore ‘Service in the World of AI and Digital Technologies’
18 Maryland Smith Professors Named Among Top 2% Worldwide

A study of the world’s top researchers identifies 18 from the University of Maryland’s Robert H. Smith School of Business in the top 2%…

Read News Story : 18 Maryland Smith Professors Named Among Top 2% Worldwide
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