The Twelfth Annual Frontiers in Services Conference attracted 163 marketing professionals and academics from 24 countries to the Washington, D.C., area October 23-26, 2003. The conference was held at the Robert H. Smith School of Business at the University of Maryland, and the Hyatt Regency in Bethesda.

Each force has its own implications, ultimately working toward deepening consumer relationships and the expansion of the service economy.

Here are some of the big trends facing the airline industry and its passengers now.

States are weighing and implementing plans for reopening their economies amid the COVID-19 pandemic. Here's what they should know.

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

Being able to analyze data will not be the key to your success in the future. If you expect to have a viable career, you better get in touch with your emotions.

Maryland Smith experts explain how the Seattle-based Amazon created a summer shopping phenom.

Companies often use automatic renewals, usually with ample warning to subscribers. But when they're sneaky about renewals, that crosses a line, a Maryland Smith expert says. 

The name Volvo has long conjured up an image of safety. But the fatal crash involving an autonomous Uber vehicle puts the brand in new peril, says Smith School reputation expert Roland Rust.

When it comes to booking a hotel, where to stay can be influenced by more than price. Two Smith School professors examine which hotel amenities are most likely to keep guest coming back.