Janet Wagner

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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 nearly New Year.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...

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...

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