AIRSI 2019

Roland T. Rust is Distinguished University Professor and David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is founder and Executive Director of the Center for Excellence in Service. He is also Visiting Chair in Marketing Research at Erasmus University (Netherlands) and International Research Fellow of Oxford University’s Centre for Corporate Reputation (UK).

His lifetime achievement honors include the AMA Irwin McGraw-Hill Distinguished Marketing Educator Award, the EMAC Distinguished Marketing Scholar Award, Fellow of the INFORMS Society for Marketing Science, the Paul D. Converse Award, Fellow of the American Statistical Association, as well as the top career honors in service marketing, marketing research, marketing strategy, and advertising, and honorary doctorates in economics from the University of Neuchatel (Switzerland) and the Norwegian School of Economics.  He was one of the inaugural honorees in the American Marketing Association’s Marketing Legends video series, and one of the inaugural AMA Fellows. He has won best article awards from five different journals, including four best article awards from the Journal of Marketing, as well as the Berry/AMA Book Award for the best book in marketing. He served as Editor of the Journal of Marketing, founded the annual Frontiers in Service Conference, was founding Editor of the Journal of Service Research, and served as Editor of the International Journal of Research in Marketing (IJRM).

Linda holds the position of Associate Professor (Adjunct) at the Center for Service Innovation at NHH Norwegian School of Economics. In this position, she also works with the Department of Strategy & Management at NHH.

Her research, which fits in with the Center for Service Innovation’s research priority areas of ‘Service Design Thinking and Customer Experience,’ and ‘Managing and Organizing for Service Innovation and Transformation,’ centers on the concept of consumer- and/or customer engagement and interactive consumer/brand relationships. Linda has published her work in a number of academic journals, including the Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Business Research, Journal of Interactive Marketing, International Marketing Review, Electronic Markets, Marketing Theory, Managing Service Quality, Journal of Marketing Management, and the Journal of Strategic Marketing, among others.

His research interest centers on managing frontline service employees. His research has been published in Journal of Marketing, Journal of Service Research, Journal of the Academy of Marketing Science, Information & Management and Computers & Education.

Guest editor of the IT Service special issue of Journal of Service Research and Vice President of the Association for Information Systems (AIS). She specializes in AI in marketing and service, and has published in Journal of Marketing, Journal of Service Research, Marketing Science, and Journal of the Academy of Marketing Science.