SMITH BRAIN TRUST – The introduction of cable television and, later, the Internet dramatically changed the way marketers operated. But now, there are new forces at play, and the times are changing once again.
Roland T. Rust is Distinguished University Professor and David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is founder and Executive Director of two research centers: the Center for Excellence in Service and the Center for Complexity in Business.
SMITH BRAIN TRUST – There’s no question about it: Travelers just aren’t flying as much as they used to.
While the number of flight passengers has increased since the lows seen in March and April, airlines don’t anticipate being able to cover flight costs over the coming months. Coronavirus-induced uncertainty is a big reason why.
Roland T. Rust, Distinguished University Professor and David Bruce Smith Chair in Marketing at the University of Maryland’s Robert H. Smith School of Business, has won the 2020 Buck Weaver Award from the INFORMS Society for Marketing Science.
The award recognizes career achievements in marketing science and is bestowed by the industry’s leading organization for quantitative marketing.
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.
SMITH BRAIN TRUST – Being able to solve problems and analyze data will not be the keys to your success in the future, says marketing professor Roland Rust at the University of Maryland's Robert H. Smith School of Business. Artificial intelligence will soon have that covered. If you expect to have a viable career, you better get in touch with your emotions, he says, because the Feeling Economy is coming.
SMITH BRAIN TRUST – Summer used to be a relative shopping dead zone. Sure, there’d be the odd “Christmas in July” major appliance sale or car dealership clearance event. But until the August back-to-school sales launched, summer was a retail doldrum.
Then came Amazon.com.
SMITH BRAIN TRUST – Roland Rust was livid when he was notified that his subscriptions for two prominent business magazines had been automatically renewed, without his consent. He promptly canceled both. As the executive director and founder of the Center for Excellence in Service at the University of Maryland’s Robert H.
SMITH BRAIN TRUST – The name Volvo has long conjured up a certain image – the squarish and ultra-safe vehicle choice for cautious suburban parents. But the fatal crash involving an autonomous Uber vehicle puts that safety-minded image in new peril, says reputation expert Roland Rust, Distinguished University Professor and David Bruce Smith Chair in Marketing at the University of Maryland’s Robert H. Smith School of Business.
How Hotel Amenities Impact the Bottom Line
With the amount of choice in hotels, where to stay can come down to more than just price: Guest experience also matters. And the free amenities offered by a hotel can shape a guest’s experience. But how does offering those amenities add to the bottom line for a hotel?