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.


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Robert H. Smith School of Business