Michael D. Johnson begins Term as Dean of the Cornell School of Hotel Administration

Michael D. Johnson has begun his term as the sixth dean of the Cornell University's School of Hotel Administration.

Johnson was the D. Maynard Phelps Collegiate Professor of Business Administration and Professor of Marketing at the Stephen M. Ross School of Business at the University of Michigan. Johnson spent 24 years at Michigan where, in addition to his teaching duties, he served as the director of the Center for Customer-Focused Management in Executive Education, and earlier as a member of the school's executive committee.

"Michael Johnson has the talent, experience and personal qualities to lead the School of Hotel Administration," said Cornell University Provost Biddy Martin, who served as chair of the search committee. "Under Michael's direction, the School is poised to enhance its reputation as the world's preeminent hospitality management education program."

Johnson succeeds David W. Butler, who retired in summer 2005 after having served as dean since 2000. Sheryl Kimes, professor of hospitality facilities and operations at the School, served as interim dean for the 2005-06 academic year. Kimes is now the School's associate dean for academic affairs.

A noted 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. This work includes efforts to understand how to manage customer portfolios over time, to learn 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. As an industry consultant Dean Johnson has worked with a variety of companies and public agencies, including Promus Hotels, Northwest Airlines, the National Association of Convenience Stores, Dell Corporation, Dow Chemical, Schering Pharmaceutical and Volvo, on issues pertaining to marketing strategy, services management, service excellence, customer portfolio management, new service development, customer satisfaction measurement and relationship management.

Johnson has spent much of the last year getting to know the school and its constituents. He has been a regular visitor to campus and has also traveled extensively to industry and school events.

Born in Bottineau, North Dakota, Johnson grew up in Madison, Wisconsin where his father, Robert O. Johnson, was Professor of Surgery and Oncology at the University of Wisconsin. Johnson holds a PhD and MBA from the University of Chicago, and a BS with honors from the University of Wisconsin.

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