Faculty

The Center for Excellence in Service brings together distinguished faculty members from within and also from outside the Smith School. From service marketing to consumer research and psychology to high-tech systems design and analysis, the faculty offers a diverse, multifaceted perspective on emerging Service issues.

Primary Participating Faculty

Howard FRANK (Dean, former CEO of three technology companies, and former Director of Information Technology for DARPA, the agency that founded the Internet)

Roland RUST (Executive Director, CES, David Bruce Smith Chair in Marketing, service marketing, customer equity, marketing models, editor of the Journal of Marketing)

P. K. KANNAN (Director, CES, Harvey K. Sanders Associate Professor of Marketing, e-commerce marketing, customer loyalty, e-Service, customer relationship management)

Ritu AGARWAL (Professor and Robert H. Smith Dean's Chair of Information Systems, Adoption of new information technologies, IT-enabled transformations in the health care sector, organizational diffusion and management of innovations)

Gabriel BIEHAL (Associate Professor of Marketing, buyer behavior, e-coupons, corporate image, advertising & communication)

Natasha FOUTZ (Assistant Professor of Marketing, entertainment marketing, behavioral dynamics)

Judy FRELS (Senior Director of Custom Programs and Executive Education Senior Fellow, high-tech marketing, competitive strategies in network markets, consumer switching costs)

Bruce GOLDEN (France-Merrick Professor of Management Science, Network optimization, distribution management, heuristic search, and applied operations research)

Sanjay GOSAIN (Assistant Professor of Information Systems, Inter-organizational information systems, design and analysis)

Rebecca HAMILTON (Assistant Professor of Marketing, strategic information systems, group decision making)

Wolfgang JANK (Assistant Professor of Management Science and Statistics, Electronic markets, online auctions, marketing, stochastic optimization and simulation, spatial and temporal data analysis, and functional data analysis)

Wendy MOE (Assistant Professor of Marketing, online marketing, sales forecasting)

A. PARASURAMAN (James W. McLamore Chair in Marketing, University of Miami, service quality measurement, techno-ready marketing, service marketing)

Benjamin SCHNEIDER (Professor Emeritus, University of Maryland, Senior Research Fellow, Valtera Corporation, Service human resources, industrial and organizational psychology)

Joydeep SRIVASTAVA (Associate Professor of Marketing, buyer behavior, behavioral decision theory, behavioral economics, marketing distribution channels, pricing)

Janet WAGNER (Associate Professor of Marketing, Associate Chair, buyer behavior, service marketing, survey research methods)