Skip to main content

About Michael D. Johnson

Michael D. Johnson began his term as the sixth dean of Cornell University's School of Hotel Administration on July 1, 2006. Dean Johnson also held the E.M. Statler Professorship of Hotel Administration. Johnson came to Cornell from the University of Michigan, where he was the D. Maynard Phelps Collegiate Professor of Business Administration and Professor of Marketing at the Stephen M. Ross School of Business. A distinguished scholar, Johnson's research focuses on the development of customer information systems and how they can be utilized to craft strategy and manage customer relationships. Through his work, Johnson seeks to understand how to manage customer portfolios over time, how customer satisfaction and loyalty models change as customer relationships grow, and how managers can use customer information to make more informed resource allocation and strategy decisions. Johnson's recent works have included "Customer Portfolio Management: Implications for the Asian Hospitality Industry" on the Wei Lun Public Lecture Series website through The Chinese University of Hong Kong and "Joy and Disappointment in the Hotel Experience: Managing Relationship Segments", a forthcoming article in Managing Service Quality. Johnson has also consulted for a diverse range of companies and public agencies, including Promus Hotels, Northwest Airlines, the National Association of Convenience Stores, Dell Corporation, Dow Chemical, Schering Pharmaceutical and Volvo. His consulting work has focused on marketing strategy, services management, service excellence, customer portfolio management, new service development, customer satisfaction measurement and relationship management. Born in Bottineau, ND, Johnson grew up in Madison, WI. He holds a PhD and MBA from the University of Chicago, and a BS with honors from the University of Wisconsin.

Positions

20062016 The Bradley H. Stone Dean of the School of Hotel Administration, Cornell University School of Hotel Administration
to
20062016 E. M. Statler Professor, Cornell University School of Hotel Administration
to
2016 Professor and Dean Emeritus, Cornell University School of Hotel Administration
to
19982006 D. Maynard Phelps Collegiate Professor of Business Administration, University of Michigan ‐ Stephen M. Ross School of Business
to
19952006 Professor of Marketing (with tenure), University of Michigan ‐ Stephen M. Ross School of Business
to
19901995 Associate Professor of Marketing (with tenure), University of Michigan ‐ Stephen M. Ross School of Business
to
19871990 Associate Professor of Marketing, University of Michigan ‐ Stephen M. Ross School of Business
to
19831987 Assistant Professor of Marketing, University of Michigan ‐ Stephen M. Ross School of Business
to
19821983 Lecturer in Marketing, University of Michigan ‐ Stephen M. Ross School of Business
to

Curriculum Vitae



Research Interests


$
to
Enter a valid date range.

to
Enter a valid date range.

Honors and Awards

  • Outstanding Paper Award, Literati Network Award for Excellence 2010, for “Joy and Disappointment in the Hotel Experience: Managing Relationship Segments,” published in Managing Service Quality.
  • Finalist, Journal of Service Research’s “Excellence in Service Research” Award for 2003.
  • Executive Book Summaries Award for publishing one of the best business books of 2000 (Improving Customer Satisfaction, Loyalty and Profit, co-authored by Anders Gustafsson, published by Jossey-Bass).
  • Best Paper Award, Proceedings of the Annual Conference of the Academy of Marketing Science, 2000.
  • Finalist, Association for Consumer Research's 1987 JCR Award for best Journal of Consumer Research contribution, 1984-1987.
  • Dissertation Award Winner (First Place), from Consumer Psychology Division 23 - American Psychological Association, 1984.



Email:


Articles (50)