Robert Barker /University Photography

Michael Johnson speaks to alumni during Reunion Weekend in early June. Johnson began his term as dean of the School of Hotel Administration July 1.

Michael D. Johnson has begun his term as the sixth dean of the Cornell School of Hotel Administration, effective July 1.

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 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 pre-eminent hospitality management education program."

Johnson succeeds David W. Butler, who retired last summer 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, Johnson has worked with a variety of companies and public agencies, including Promus Hotels, Northwest Airlines, the National Association of Convenience Stores, Dell Corp., 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 also has traveled extensively to industry and school events.

"I have found the most attractive feature of the Hotel School to be its people," Johnson said. "The faculty, students, staff and alumni all share a commitment to excellence in connecting theory to practice in the hospitality industry. I look forward to working with this exceptional team and to further distinguishing Cornell in hospitality management education."

Born in Bottineau, N.D., Johnson grew up in Madison, Wis. He holds a Ph.D. and MBA from the University of Chicago, and a B.S. with honors from the University of Wisconsin.