Main Topic: Roland Rust

Presentation at National Chung Hsing University, Taiwan

Professor Roland T. Rust is Distinguished University Professor and David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is founder and Executive Director of two research centers: the Center for Excellence in Service and the Center for Complexity in Business.

 

Professor Rust talks about the level of automated service and its impact on ROI. At some point, there is a trade off between high efficiency and revenue. Customers are not machines, and the benefits of automation have limits. Professor Rust  uses mathematical models to show the limits of increased automation on service productivity in this talk delivered at National Chung Hsing University in Taiwan where Clyde and James stopped in. 

Listen To The Show (Audio Only):

Length: 56 minutes. Download MP3 25.7MB (Right click->Save As).

Watch The Show (Video & Audio):

From Taichung, Prof. Roland Rust.
Length: 56 minutes.

iPod Download MP4 92.5MB (Right click->Save As).
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