Roland Rust

Roland Rust

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.

Map Yourself on Customer Service Grid

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.

What Uber’s Setback Means for Volvo

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.

The Perks of Being a Hotel Goer

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?

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