Services management

Faculty in services management are advancing how organizations design, deliver and improve services in a rapidly changing global economy. Their research focuses on emerging challenges shaped by industry innovation, technology and societal trends, helping position Cornell as a leader in services research. As an interdisciplinary area, services management brings together perspectives from across business fields to study how value is created through service experiences. Faculty publish in leading services journals as well as top‑tier discipline journals, contributing to both academic thought and real‑world practice.

Faculty teach across undergraduate, professional graduate and doctoral programs, offering core and elective courses that connect research with real‑world application. Through hands‑on learning and cross‑disciplinary approaches, students build the skills to analyze, design and lead service organizations across industries, preparing them to drive innovation and impact in their careers.

Aaron Adalja (on leave)
Associate Professor; Grailer Faculty Fellowship, Center for Hospitality Research
Christopher Anderson
Professor; Area Chair for Services Management; Academic Director for Executive MMH; Regional Editor, International Journal of Revenue Management
Helen HaeEun Chun (on leave)
Kyungbae Suh Professor in Global Marketing
Chekitan S. Dev
Singapore Tourism Board Distinguished Professor in Asian Hospitality Management
Ceridwyn King
Professor; Dimond Family Dean of the Cornell Peter and Stephanie Nolan School of Hotel Administration; Editor-in-Chief, Services Marketing Quarterly
Robert Kwortnik, Jr.
Associate Professor; Richard J. Bradley and Monene P. Bradley Director of Graduate Studies for the Cornell Field of Hotel Administration, MS/PhD Programs
Tashlin Lakhani
Assistant Professor
Michael D. Maffie
Assistant Professor
Marie Ozanne
Assistant Professor
Zachary J. Shulman
Visiting Senior Lecturer
Vincent Slaugh
Assistant Professor
Alex Susskind
Banfi Vintners Professor of Wine Education and Management; Senior Director of Programs for the Nolan School
Gary Thompson
Burton M. Sack '61 Professor in Food and Beverage Management; Editor-in-Chief of Cornell Hospitality Quarterly; Editor-in-Chief, Cornell Hospitality Quarterly
Jessica Verde Tracey
Assistant Teaching Professor
Ruihao Zhu
Assistant Professor

Services management publications

2026 publications

Buyun Li and Vincent Slaugh, “Capacity Planning for Resource Turnaround Operations,” Manufacturing and Service Operations Management, vol. 28, no. 2 (2026): 440–458.

2025 publications

Chekitan Dev, Hospitality Branding: Volume II (Cornell University Press, 2025).
Jacob Ornelas, Vincent Slaugh and Christopher Anderson, “Hiring Preference and Operational Complexity for Tribal Enterprises,” Production and Operations Management, vol. 34, no. 4 (2025): 812–819.
Vincent Slaugh, Ludwig Dierks, Alan Scheller‑Wolf, Andrew Trapp and Utku Ünver, “Child Welfare Services in the United States: An Operations Research Perspective,” in Nonprofit Operations and Supply Chain Management, edited by Gemma Berenguer and Milind Sohoni (Springer Nature Link, 2025), vol. 1, pp. 321–347.

2024 publications

Chekitan Dev, “A Wellness Tourism Initiative to Alleviate Poverty Among Women,” Cornell Hospitality Quarterly, vol. 65, no. 1 (2024): 142–144.
Chekitan Dev, “Global Hospitality Leadership: Insights From Asia Pacific – A Conversation With Rajeev (Raj) Menon, President of Marriott Asia Pacific,” Cornell Hospitality Report, vol. 24, no. 14 (2024).
Chekitan Dev, “Hotel Brand Overload: The Coming Shakeout,” Cornell Hospitality Report, vol. 24, no. 6 (2024).
Chekitan Dev, “The Future of Hotels: From High‑Touch to High‑Tech,” Hotel Talk, vol. 2, no. 2 (March–April 2024): 12–16.
Chekitan Dev and Ashley Ellsworth Bird, “Hotel Brands’ Competitive Performance Mapping: A New Way to Identify Strong, Troubled and Weak Brands,” Cornell Hospitality Report, vol. 24, no. 11 (2024).
Chekitan Dev and Ming‑Hui Huang, “Successful Service Branding: Lessons for Hospitality Managers,” Cornell Hospitality Report, vol. 24, no. 8 (2024).