Rob Kwortnik, associate professor of services marketing, joined Cornell’s faculty after earning his Ph.D. in Business Administration from Temple University in 2003. He also earned a BA in Journalism from Temple and an MBA from California State University, Northridge. Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, The International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. He has been honored eight times as a Teacher of the Year by students at The Hotel School. Prior to his career in academics, Kwortnik held several professional positions in marketing and was a travel industry consultant. He is a recognized expert on the leisure cruise industry.
To make services marketing work, you need to have a clear picture of the business environment and understand how your target customers behave. Knowing your market and assessing consumer demand can help inform and guide your marketing strategies. In this course, you will explore the role that micro and macro forces play when conducting a situation analysis. You'll also take a deep dive into what drives consumer behavior.
How It Works
3-5 hours per week
100% online, instructor-led
Cornell School of Hotel Administration
Who Should Enroll
- Services marketing and operations professionals
- Industry professionals interested in learning to gather and analyze services marketing data and develop a services marketing communications campaign
- Services marketing managers and professionals who interact with customers and market data
- Product marketing professionals transitioning into a marketing role in service-centric firms