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.
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.
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?
Roland Rust, Distinguished University Professor and David Bruce Smith Chair in Marketing, addressed “Artificial Intelligence in Service” as a keynote speaker for the European Marketing Academy's 8th Regional Conference, Sept. 20-22, 2017, in Timisoara, Romania.
The 2017 Frontiers in Service conference was held at the Gabelli School of Business, Fordham University, in New York, June 22-25, 2017. Frontiers in Service is sponsored by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business, as well as the American Marketing Association, IBM, Informs, and the Journal of Creating Value.
The Journal of Service Research (JSR) has been ranked No. 4 of 121 journals for its impact on business research published in 2016.
The Norwegian School of Economics (NHH) has named as an Honorary Doctor Roland Rust, Distinguished University Professor and David Bruce Smith Chair in Marketing at the University of Maryland’s Robert H. Smith School of Business.
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...
Fox was unexpectedly scrambling this week to sell the last remaining in-game commercial spots for the Feb. 5 matchup between the New England Patriots and the Atlanta Falcons. Typically, 90 percent of the commercial airtime is sold by October, as advertisers look to stage a presence during one of the year's most-watched television events. This year, however, Fox didn't hit that benchmark until December. Is the lag a harbinger for the league and its broadcast partners? Three experts at the Smith School of Business offer a range of explanations. Read more...
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, was recently interviewed by the American Marketing Association (AMA) in the “Marketing Legends” video series.
Last week, Domino's Pizza delivered a pizza by reindeer in Japan. And before that, it started delivering pies by drone in New Zealand. Neither method is likely to become a mainstay delivery method for the Michigan-based pizza giant, but experts say that both demonstrate its willingness to adapt, to take some chances and to try a few gimmicks. The onetime target of late-night talk show jokes has stoked a comeback by focusing on its niche as a delivery innovator, with an Apple Watch app and a "Tweet a Pizza" system that lets customers order pizza by way of emoji. Read more...