Michael D. Johnson has been the President of John Carroll University in University Heights, Ohio since June 2018. He served as the Provost of Babson College, in Wellesley, Massachusetts, from 2016 to 2018, and was previously the Dean of Cornell University’s School of Hotel Administration, in Ithaca, NY, from 2006 to 2016. During his time at Cornell he oversaw programs including the Cornell Program in Real Estate and the university-wide undergraduate minor in real estate. He joined Cornell from the University of Michigan’s Ross School of Business, where he was the
During his career, Professor Johnson has consulted a diverse range of companies and public agencies on, among other things, marketing strategy, service management, customer portfolio management, customer satisfaction measurement and relationship management. He has authored over 100 academic articles and industry reports and his five books have been published in six languages. His books include Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation (Jossey-Bass, 2003) and the award winning Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System (Jossey-Bass, 2000). He has served as associate editor of the Journal of Consumer Research and on multiple editorial boards. He holds a Ph.D. and M.B.A. from The University of Chicago and a Bachelor of Science degree with honors from the University of Wisconsin.