Industry
Faculty
Dr. Robert Kwortnik
Ph.D. Associate Professor
School of Hotel Administration, Cornell University
Dr. Rob 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.
Rob’s research focuses on consumer behavior in service contexts, with special attention to customer experience management. His research has appeared in the Journal of Service Research, International Journal of Research in Marketing, Psychology & Marketing, and the Cornell Hospitality Quarterly, among others. Rob is also recognized expert on the leisure cruise industry. Among the courses Rob has taught are services marketing and customer experience management, marketing management for services, and consumer behavior; he has been honored five times as a Teacher of the Year by students at the Cornell Hotel School.
Prior to his career in academics, Rob held a number of professional positions in marketing, including public relations director for a children’s charity and marketing manager for a Los Angeles-based film and television studio. In addition, he has consulted for Marriott International, the American Automobile Association, the Los Angeles Convention and Visitors Bureau, Cruise Lines International Association, and Norwegian Cruise Lines. Among Rob’s writing credits, he is the lead author of a Harvard Business School case on Carnival Cruise Lines (2005) and of the textbook, Essentials of Travel Packaging: Creating, Marketing, and Managing the Travel Product (Lexington, KY: National Tour Association, 1998).
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