Center for Services Marketing & Management
The Center for Services Marketing & Management at Florida Atlantic University brings together faculty, students, industry professionals, and community organizations to advance knowledge and practice in services marketing and management.
Established in 1991 within the College of Business Department of Marketing, the Center draws on faculty expertise across a range of service industries, including hospitality, tourism, health care, financial services, retail, and related sectors.
Located in Southeast Florida, a region supported by a diverse service economy, the Center connects academic expertise with real-world industry needs. Through research, education, collaboration, and applied initiatives, the Center focuses on improving customer experiences, service design and delivery, innovation, organizational performance, and service excellence.
Mission
The Center advances services marketing and management through interdisciplinary research, experiential learning, and engagement with industry and community partners.
By connecting academic expertise with real-world challenges, the Center creates opportunities to strengthen service practices, support innovation, and contribute to meaningful outcomes for organizations, customers, and communities.
Strategic Priorities
Advancing Customer Experience and Engagement
Research focused on customer relationships across the service journey, including customer experience management, engagement, loyalty, value co-creation, and customer-focused measures such as customer lifetime value and Net Promoter Score.
Innovating Service Design and Delivery
Exploration of how services are designed, managed, delivered, and improved through innovation, technology, new service models, and the development of service-based solutions.
Improving Service Excellence and Performance
Research examining service quality, service recovery, productivity, effectiveness, and strategies that improve organizational performance and customer outcomes.
Strengthening Service Culture and Responsible Practice
Study of the role employees, organizational culture, ethics, legal considerations, and cultural differences play in shaping service delivery and customer experiences.
Creating Impact Through Service Research
Research examining the broader impact of services on individuals, organizations, industries, and communities, including transformative service research and applications in hospitality, tourism, and other service sectors.
Industry & Community Engagement
The Center connects services professionals, FAU faculty, and students to collaborate on initiatives and projects focused on understanding, designing, and delivering excellent service.
Through partnerships with businesses, nonprofit organizations such as Boca Helping Hands, and other community organizations, the Center creates opportunities for applied research, knowledge sharing, training, workforce development, and educational initiatives that address evolving service and organizational needs.
Education & Collaboration
The Center supports opportunities for students, faculty, and professionals to exchange knowledge and apply services marketing concepts through research, educational programs, projects, events, and other collaborative initiatives.
These activities help connect classroom learning and academic research with current issues and practices across service industries.
Connect With the Center
Organizations, faculty, students, and community partners interested in research, collaboration, educational initiatives, or partnership opportunities are encouraged to connect with the Center for Services Marketing & Management.
Marc Rhorer
Department of Marketing
777 Glades Road
Boca Raton, FL 33431 email:mrhorer@fau.edu