About Us

Who We Are

Founded in 2000 by Roland Rust, the Center for Excellence in Service (CES) is a network of Smith faculty members who are thought leaders in service marketing and management.

Our mission 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.

We collaborate with executives and managers from businesses, government, and non-profits to solve important service-related problems and develop future leaders.

To our clients, we offer managerially-oriented research, networking opportunities, and world-class educational opportunities in service marketing and management.

Highlights of the CES's success include the Frontiers in Service Conference, the Journal of Service Research (indexed by the Social Science Citation Index), the National Technology Readiness Index, and research conducted by world-class faculty.

Our Mission

The CES’ mission is to create and disseminate new knowledge of best practices in service, and educate the next generation of leaders in service marketing and management.

Our Goals

The CES aims to contribute to the success of businesses by improving service quality, enhancing service productivity, and fostering service innovation.

Guiding Principles

  • The center is a partnership between the business world and academia.
  • The center is cross-functional and multi-disciplinary.
  • The center pursues practical business objectives.
  • Center research is academically rigorous.
  • The center is global in talent and scope.

Our Value

The CES partners with businesses in solving service-related problems, educating executives on innovative marketing practices, and creating real-world service management experiences for MBA and undergraduate students. The CES provides businesses with innovative service research and outstanding managerial education by leveraging the expertise of Smith’s world-class faculty, who are among the leading scholars in their fields, conducting cutting-edge research in strategic service areas.


Contact Us

Roland Rust, Executive Director
3451 Van Munching Hall
Phone: 301-405-4300
Fax: 301-405-0146
E-mail: rrust@umd.edu

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