Mr. Johnson has been the Dean of Cornell University’s School of Hotel Administration since July 2006 and holds the E.M. Statler Professorship of Hotel Administration. He serves on many Boards, including the Program in Real Estate (as Chairman), Entrepreneurship@Cornell , and eCornell. He joined Cornell from the University of Michigan’s Ross School of Business, where he was the D. Maynard Phelps Collegiate Professor of Business Administration and a Professor of Marketing. He was also Director of the Center for Customer-Focused Management in Executive Education, a member of the Executive Committee for the School of Business, and a founding member of the National Quality Research Center.
During his career, Professor Johnson has consulted a diverse range of companies and public agencies on, among other things, marketing strategy, service management, customer portfolio management, customer satisfaction measurement, and relationship management. He has authored over 100 academic articles and industry reports and his 5 books have been published in 6 different languages. His most recent books include Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation (Jossey-Bass, 2003) and the award winning Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System (Jossey-Bass, 2000). He has served as associate editor of the Journal of Consumer Research and also on multiple editorial boards. He holds a Ph.D. and M.B.A. from the University of Chicago and a Bachelor of Science degree with honors from the University of Wisconsin.