SMITH BRAIN TRUST — Recent backlash against United Airlines following an incident at Chicago’s O’Hare International Airport does not surprise Roland Rust, the Distinguished University Professor and David Bruce Smith Chair in Marketing at the University of Maryland’s Robert H. Smith School of Business.

High-performing marketing managers from four global firms met at the University of Maryland’s Robert H. Smith School of Business as part of Cohort Two of the Professional Services Leadership Initiative (PSLI). This two-session program is organized by the Center for Excellence in Service and the Office of Executive Programs at Smith. 

SMITH BRAIN TRUST -- 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 University of Maryland Robert H.

SMITH BRAIN TRUST -- Technological know-how is great, but workplace culture is the most critical factor to success in software production, according to a new study supported by the Center for Excellence in Service at the University of Maryland’s Robert H. Smith School of Business University.

Advancing technology has opened new possibilities for customer service delivery, giving companies more options when setting strategy.