Services are an important component of tangible products and have emerged as the primary source of competitive differentiation for most firms. Thus, establishing the key drivers of customer loyalty and achieving excellence in service quality are critically important to organizations of all types. Because customers have increasing performance expectations of suppliers, firms must continually innovate to improve service quality. In the Department of Marketing and Information Systems, we have a number of faculty members working in the areas of customer satisfaction, service innovation, and loyalty behaviors within business-to-consumer, business-to-business, tourism marketing, and in the luxury brand management contexts. In particular, our faculty has publications in the high-impact journals related to marketing such as Journal of Retailing, Journal of Service Research, Industrial Marketing Management, and European Journal of Marketing among others.
Similarly, our department is also engaged in studying the areas of Information Systems and Supply Chain Management (SCM). Our focus is on challenges related to strategic alignment, strategies in e-commerce, smart tourism, social networks, logistics, procurement, inventory, and order fulfillment that have become key management concerns and sources of cost-cutting opportunities. We have pursued theoretical, qualitative, quantitative, and empirical research in both Information Systems and SCM related fields such as operations management. The department has produced publications in reputable journals such as Omega, Journal of Operations Management, International Journal of Production Economics, Journal of Strategic Information Systems, and Computers and Operations Research.