Arthur Fellows Program

As a multidisciplinary program, IMS seeks to contribute to our Member Companies by helping them define competitively superior customer service based on their market and then partner with discipline-specific departments within the Fisher College of Business.

As part of this process, the Arthur Fellows Program was created to fund collaborative partnerships with key faculty in other departments who have a passion and expertise for service issues.

Inaugural Arthur Fellows

Ken Boyer Professor of Operations Management Fisher College of Business Areas of Expertise Operations Strategy Technology Management E-commerce Operations Health Care Operations

Jay Kandampully Professor of Services Management and Hospitality Department of Consumer Sciences College of Education and Human Ecology Areas of Expertise Service Orientation E-service Experience Service Guarantee Service Blueprinting Service Recovery

Shashi Matta Clinical Assistant Professor of Marketing Fisher College of Business Areas of Expertise Consumer Behavior Services Marketing and Management Branding and Brand Extensions Packaging

Rebecca Naylor Assistant Professor of Marketing and Logistics Fisher College of Business Areas of Expertise Consumer Behavior Consumer Response to Missing Information Consumer Lay Theories and Intuitions Social Influence and Consumer-to-Consumer Communication

Steffanie L. Wilk Associate Professor of Management and Human Resources Fisher College of Business Areas of Expertise Management of Service Providers Performance and Turnover of Service Providers Emotional Labor in Service Work