Research

Pioneering business research can prepare students to be transformational business leaders, and equip companies to transform themselves and their markets. The lifeblood of a business school is its faculty, and at the University of Maryland’s Robert H. Smith School of Business, our faculty is inspiring, supportive and world-class.

Recent Publications

Marketing Science Published Article in January by Distinguished University Professor Roland Rust

Roland Rust, executive director of the CES and distinguished university professor, and distinguished CES faculty fellow Ming-Hui Huang, have published a new article, “The Service Revolution and the Transformation of Marketing Science”, in Marketing Science.  The article discusses the relationship between the information and service revolutions and explains the reasons for service sector growth.  To reach their conclusions, Professors Rust and Huang review and integrate information from the quantitative, information systems, and computer science literatures.

CES Insights & Research

July 13, 2021
Checking In on Hotels

The past year has been a wake-up call for the hotel industry, and travelers will likely start seeing its effects as they begin checking in again.

Read the article : Checking In on Hotels
March 9, 2021
10 COVID-Era Trends That Are Here To Stay
The pandemic has changed so much about the way we live and work. And some of those changes are here to stay.
Read the article : 10 COVID-Era Trends That Are Here To Stay
August 5, 2020
3 Big Forces That Are Changing Marketing
Each force has its own implications, ultimately working toward deepening consumer relationships and the expansion of the service economy.
Read the article : 3 Big Forces That Are Changing Marketing
May 6, 2020
Pros and Cons of Reopening Businesses Amid COVID-19
States are weighing and implementing plans for reopening their economies amid the COVID-19 pandemic. Here's what they should know.
Read the article : Pros and Cons of Reopening Businesses Amid COVID-19
July 24, 2019
Map Yourself on Customer Service Grid
Advancing technology has opened new possibilities for customer service delivery, giving companies more options when setting strategy.
Read the article : Map Yourself on Customer Service Grid
July 22, 2019
Get Ready For the Feeling Economy
Being able to analyze data will not be the key to your success in the future. If you expect to have a viable career, you better get in touch with your emotions.
Read the article : Get Ready For the Feeling Economy
March 15, 2019
How Do Relationships Drive B2B Retail?
While a good relationship between a sales representative and buyer won’t always protect the vendor from being shut out of business, it may leave the door open.
Read the article : How Do Relationships Drive B2B Retail?
March 28, 2018
What Uber’s Setback Means for Volvo
The name Volvo has long conjured up an image of safety. But the fatal crash involving an autonomous Uber vehicle puts the brand in new peril, says Smith School reputation expert Roland Rust.
Read the article : What Uber’s Setback Means for Volvo
March 26, 2018
Recover From a Service Failure
It happens. Sometimes companies let their customers down. And when they do, they need to fix it fast, says Janet Wagner of the University of Maryland's Robert H. Smith School of Business.
Read the article : Recover From a Service Failure
Back to Top