Dr. Robert Kwortnik
Dr. Kwortnik is an Associate Professor of Services Marketing in Cornell University’s School of Hotel Administration. He joined the faculty after earning his Ph.D. in Business Administration from Temple University’s Fox School of Business in 2003. He also earned a BA in Journalism from Temple and an MBA from California State University, Northridge.
Dr. Kwortnik’s research focuses on consumer behavior in service contexts, with special attention to service experience management. He has published in the Journal of Marketing Research, Journal of Service Research, International Journal of Research in Marketing, and the Cornell Hospitality Quarterly, among others. Dr. Kwortnik is also a recognized expert on the leisure cruise industry. Among the courses he has taught are services marketing and customer experience management, marketing management for services, and consumer behavior; he has been honored numerous times as a Teacher of the Year by students at the Cornell School of Hotel Administration.
Prior to his career in academics, Dr. Kwortnik held a number of professional positions in marketing, and was a travel industry consultant. In addition, he developed sales and marketing training programs for Marriott International, the American Automobile Association, the Los Angeles Convention and Visitors Bureau, Cruise Lines International Association, and The National Tour Association. Among his writing credits, he is the lead author of a Harvard Business School case on Carnival Cruise Lines, and of the textbook, Essentials of Travel Packaging: Creating, Marketing, and Managing the Travel Product.
From 2012-2013, Dr. Kwortnik served as the Academic Director of the school's Center for Hospitality Research. For 22 years, the Center has been sponsoring and sharing research and collaborating with industry leaders to advance hospitality practices.