Roland Rust

Flier Rewards Overhaul Might Backfire

United’s and Delta’s shift to reward customers based on spending instead of miles could set up the airlines to milk big corporate accounts. But Smith professor Roland Rust says the strategy could turn off a broader base of customers in the long-run, including smaller business clients. Rust told Buzzfeed Business that the changes signal that both airlines are honing in on the fliers who make them the most money. Read more...

Can Rams Head Tavern Survive Voyeurism?

Voyeurism charges can never be good for a company's reputation, but can Rams Head Group come back from allegations that its president secretly recorded women in the restroom? To assess the damage, Smith marketing professors Roland Rust and Hank Boyd draw comparisons in the Baltimore Sun to the BP oil spill in the Gulf of Mexico and the ValuJet crash into the Florida Everglades nearly 20 years ago. Read more...

Roland Rust Publishes The Handbook Of Service Marketing Research

Roland Rust, executive director of the Center for Excellence in Service, has just published The Handbook of Service Marketing Research. This volume brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loyalty, customer-centered metrics, managing customer contacts, product and pricing, digital service marketing, rethinking the marketing function, and service for society.

To Be or Not to Be…More Productive

Automating customer service functions has become a popular strategy to improve service productivity and cut costs. But too much service productivity can actually cut into a company’s revenue, according to recent research from Roland Rust, Distinguished University Professor, David Bruce Smith Chair in Marketing, and executive director of the Smith School’s Center for Excellence in Service, and Ming-Hui Huang, Distinguished Faculty Fellow at the Center.

Spotlight on Marketing

The Smith School’s marketing department combines leading scholars who have had profound influence on the discipline with young scholars showing great promise and potential for impact. Faculty explore issues related to quantitative modeling, strategic marketing, and consumer behavior and are leaders in the nascent field of applying complexity theory to business problems. A uniquely collaborative and cross-functional environment brings faculty together to produce research published in the top journals in marketing as well as in other fields.

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