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.

CES Insights & Research

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
Pros and Cons of Reopening Businesses Amid COVID-19

What policymakers must weigh as they make decisions

Read the article : Pros and Cons of Reopening Businesses Amid COVID-19
Map Yourself on Customer Service Grid

As Technology Advances, Companies Must Find Their 'Sweet Spot'

Read the article : Map Yourself on Customer Service Grid
Get Ready For the Feeling Economy

Nerds and Geeks Will Need Social Skills To Survive

Read the article : Get Ready For the Feeling Economy

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…

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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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