Dr. Robert Kwortnik

Biography

Rob Kwortnik is an associate professor of services marketing management at Cornell's Peter and Stephanie Nolan School of Hotel Administration within the SC Johnson College of Business. He has served as director of the Center for Hospitality Research and directed Graduate Studies. Acknowledged for his excellence in teaching, Kwortnik has been honored as Teacher of the Year by students. His courses include Marketing Management Services and innovative electives such as Service Experience Marketing Management and Integrated Marketing Communications Media. He has developed various eCornell certificate programs centered around Strategic Hospitality Marketing and Hospitality Marketing Digital Media, in addition to teaching executive education programs across multiple sectors including hotels, restaurants, leisure cruise, and nonprofit organizations. Kwortnik's research specializes in consumer behavior in service contexts, concentrating particularly on consumer decision-making regarding experiential products. His work has been published in respected journals including the Journal of Marketing Research and Cornell Hospitality Quarterly. Notably, he co-authored the award-winning article "Surprise, Anticipation, Sequence Effects in Service Experience Design" and has published over 50 articles with 15,000 citations in management literature. Before his academic career, Kwortnik held various professional marketing positions and consulted for major organizations such as Marriott International and the American Automobile Association. He earned his PhD in business administration from Temple University and an MBA from California State University, Northridge, alongside a BA in journalism from Temple University.

Research Interests

Courses