Recover From a Service Failure
SMITH BRAIN TRUST – 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.
Janet Wagner
Professor Janet Wagner is Director of the Center for Excellence in Service at the Smith School of Business. Previously, she served as the Associate Chair of the Marketing Department for seven years. Wagner's research and teaching focus on service marketing management, retailing, and survey research methods. Her most recent research is on how service firms in both online and offline environments build relationships with their customers. Of particular interest is how firms build customer loyalty, through customer satisfaction, trust, and value. Wagner's research has been published in the Journal of Marketing Research, the Journal of Consumer Research, the Journal of Retailing, the Journal of Service Research, the Journal of Industrial Marketing Management, and the Journal of Consumer Affairs. Wagner is on the editorial board of the Journal of Service Research, and has served on the editorial boards of the Journal of Retailing and the Journal of Consumer Research.
Fearless Idea 25: Find What Drives Consumers
Let’s say your company has had a very profitable year, and has decided to reward you, one of its top contributors, with a handsome, 8 percent pay increase. Well done. Now, let’s say it’s just before the holidays. Should your friends and relatives expect an 8 percent raise in your gift-giving budget? No. They should expect even more than that, says research from Smith School professor Janet Wagner. She and a co-author found that gift-giving is a luxury. As income rises, gift expenditures increase at an even higher rate. Read more...
12 Big Things That Will Shape Business in 2017
It's almost a new year, and across the University of Maryland's Robert H. Smith School of Business, some prognosticating has begun. We asked a group of professors to look ahead at the trends and developments we might see in the next 12 months. They turned their focus to the stock market, tax policy, Amazon, McDonald's, finance, real estate, Obamacare and more. Here's what they said. Read more...
Smith Undergrads Visit Chesapeake Hospitality
On Oct. 17, 2016, undergraduate students at the University of Maryland’s Robert H. Smith School of Business who are in the Hospitality Business Fellows (HBF) program traveled a few miles down the road to visit the headquarters of Chesapeake Hospitality, a nationally-recognized hotel management company.
Restaurants Fight Back Against No-Shows
Online services such as OpenTable make it easy for consumers to make restaurant reservations and not show up. But higher-end restaurants are countering this.
Whether to Strike While Breakfast is Hot
Recent headlines signal breakfast has been sizzling at U.S. restaurants. But Smith School experts warn that profitably pivoting to meet the demand is not a sure thing for restaurateurs. "Like any other innovation, consumers get used to it and start to lose interest," Smith School professor Janet Wagner says. Dingman Center entrepreneur-in-residence Harry Geller shares three questions that restaurant owners should ask themselves before moving to breakfast. Read more...
Restaurants Fight Back Against No-Shows
Online services such as OpenTable make it easy for consumers to make restaurant reservations — and not show up. But higher-end restaurants are fighting back, and the trend is global. Smith School marketing professor Janet Wagner says the lack of human interaction in online reservation systems lets consumers cancel without feeling responsible for the consequences. Read more...
Professional Services Leadership Initiative Graduates Second Cohort
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.
Smith Business Close-Up: Holiday Retail
Janet Wagner talks about holiday retail outlook. [VIDEO]
Janet Wagner
Professor Janet Wagner is Director of the Center for Excellence in Service at the Smith School of Business. Previously, she served as the Associate Chair of the Marketing Department for seven years.
