Development of customer information systems and how they can be utilized to craft strategy and manage customer relationships
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.
- Ph D, University of Chicago, Booth School of Business
- MBA, University of Chicago, Booth School of Business
- BS, University of Wisconsin-Madison, College of Letters & Science