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.
Recent backlash against United Airlines following an incident at Chicago’s O’Hare International Airport does not surprise Smith School professor Roland Rust. He had his own run-in with United in 2016. Rust's research suggests that most big companies, including United, focus too much on productivity and pay a price in terms of customer satisfaction. Read more...
High-performing marketing managers from four global firms met at the University of Maryland’s Robert H. Smith School of Business as part of Cohort Two of the Professional Services Leadership Initiative (PSLI). This two-session program is organized by the Center for Excellence in Service and the Office of Executive Programs at Smith.
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...
Technological know-how is great, but workplace culture is the most critical factor to success in software production, according to a new study supported by the Smith School's Center for Excellence in Service. The center has supported software developer 3Pillar Global in creating an industry-first Product Development Success Index. Read more...
