Airlines Failing in Customer Service: Smith Experts Explain its Roots and Strategies for Passengers

AAA’s prediction for 54.6 million Thanksgiving weekend travelers would push travel in the United States to 98 percent of pre-pandemic volume. But it may not be enough to reserve airport parking spaces beforehand or allocate extra time for TSA lines.

Reflections from Maryland: Visiting Scholar Describes Study Under Smith’s Roland Rust

Jan Oskar Bolin recently traveled from Norway to College Park to audit a PhD Seminar on Marketing Strategy under Maryland Smith’s Roland Rust. “A key takeaway,” he says, “is under the right conditions artificial intelligence (AI)could prompt a seismic shift that reverberates throughout the entire economy. But good decisions will have to be made.”

Pandemic Protocols and Diplomatic Boycotts: Can the Olympics Survive?

On-site spectators will be missing Friday as athletes parade in Beijing for the XXIV Olympic Winter Games opening ceremonies. There will be pandemic-inspired protocols in place, extending through the competitions – similar to the ones adopted at the most recent Summer Games in Tokyo. And there's a diplomatic boycott in place as well, with the United States, Britain, Canada and Australia opting not to send government officials to the Games, in a show of protest against human rights violations in China. (Athletes from those countries will still compete.)

Frontiers in Service Conference to Explore ‘Service in the World of AI and Digital Technologies’

Industry Leaders and prominent academics will meet to discuss and share research on “Service in the World of Artificial Intelligence and Digital Technologies” in the 2021 Frontiers in Service Conference. The virtual event takes place 9 a.m. to 5 p.m. both Friday and Saturday, July 9-10.

Checking In on Hotels

The past year has been a wake-up call for the hotel industry, and travelers will likely start seeing its effects as they begin checking in again. Like much of the hospitality industry, hotels are struggling to hire employees, while others still haven’t fully brought employees back to work.

Journal of Service Research Having an Even Bigger Impact

The Journal of Service Research, founded by Maryland Smith’s Roland Rust and sponsored by Smith’s Center for Excellence in Service, is among the most impactful journals in business studies, according to the latest impact factor published by Clarivate’s Web of Science.

18 Maryland Smith Professors Named Among Top 2% Worldwide

A study of the world’s top researchers identifies 18 from the University of Maryland’s Robert H. Smith School of Business in the top 2% of the most-cited scholars and scientists worldwide.

The Feeling Economy: How AI is Creating the Era of Empathy

New Book Guides Workers, Leaders and Educators The next stage in the evolution of artificial intelligence (AI) has workforce implications that may seem surprising.

Brand Reputations Rise and Fall. Managers Can Watch It in Real Time.

New research uses AI-based text analysis tool to track how a brand’s reputation rises or falls, moment by moment, on brand-related events.

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