Center for Excellence in Service

Map Yourself on Customer Service Grid

Advancing technology has opened new possibilities for customer service delivery, giving companies more options when setting strategy.

Research co-authored by Roland Rust at the University of Maryland’s Robert H. Smith School of Business helps service companies make sense of the changing landscape, which now includes chatbots, self-service kiosks and data aggregators that can track consumer preferences across multiple devices.

Flier Rewards Overhaul Might Backfire

United’s and Delta’s shift to reward customers based on spending instead of miles could set up the airlines to milk big corporate accounts. But Smith professor Roland Rust says the strategy could turn off a broader base of customers in the long-run, including smaller business clients. Rust told Buzzfeed Business that the changes signal that both airlines are honing in on the fliers who make them the most money. Read more...

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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
SmithInfo@umd.edu