DISTINGUISHED FACULTY

Leonard L. Berry, Ph.D., is Distinguished Professor of Marketing, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the Mays Business School at Texas A&M University. He was named a Presidential Professor for Teaching Excellence at Texas A&M in May 2008. He is also Professor of Humanities in Medicine, College of Medicine, Texas A&M Health Science Center. Dr. Berry is co-author of Management Lessons from Mayo Clinic (McGraw-Hill, 2008) and several service quality bestsellers. He is the recipient of the 2007 American Marketing Association/Irwin/McGraw-Hill Distinguished Marketing Educator Award, the Career Contributions to Services Marketing Award from the AMA's Services Marketing Group, the Outstanding Marketing Educator Award from the Academy of Marketing Science, and the 2008 Paul D. Converse Award. Dr. Berry is a member of the board of directors of several major public companies and national not-for-profit organizations.

Stephen W. Brown is the Emeritus Edward M. Carson Chair and Professor of Marketing with the W. P. Carey School of Business, Arizona State University. He currently is a Distinguished Faculty with the Center for Services Leadership. From its founding in 1985 until May 2011, he served as the CSL's executive director. He is also a former national president of the American Marketing Association. Professor Brown has co-authored and co-edited 23 books and over 100 articles. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures. Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. Dr. Brown has been identified as one of the ten most frequent contributors to the English-language services marketing literature in the world. He’s been awarded honorary doctoral degrees from the HANKEN School of Economics in Finland and from Karlstad University in Sweden. He is the recipient of the Career Contributions to Services Marketing Award from the American Marketing Association and the Educator of the Year Award from the Association for Service Management International. He serves as a speaker and seminar leader for conferences and business meetings around the world. Dr. Brown has co-founded three companies, and he serves on the boards of directors of several companies and a nonprofit organization.

Robert B. Cialdini is Regents' Emeritus Professor of Psychology and Marketing at Arizona State University. He has taught at Stanford University and Harvard's Kennedy School of Government. He has been elected president of the Society of Personality and Social Psychology. He is the recipient of the Distinguished Scientific Achievement Award of the Society for Consumer Psychology, the Donald T. Campbell Award for Distinguished Contributions to Social Psychology, the (inaugural) Peitho Award for Distinguished Contributions to the Science of Social Influence, and the Distinguished Scientist Award of the Society of Experimental Social Psychology. Professor Cialdini's book Influence: Science and Practice, which was the result of a three-year program of study into the reasons that people comply with requests in everyday settings, has sold over two million copies while appearing in numerous editions and twenty-six languages. His recently coauthored new book titled, YES! 50 Scientifically Proven Ways to be Persuasive, has appeared on the New York Times, Wall Street Journal, and USA Today best seller lists.

Raymond P. Fisk (B.S., M.B.A., and Ph.D. from Arizona State University) is Professor and Chair of the Department of Marketing, at Texas State University-San Marcos. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Research, European Journal of Marketing, Service Industries Journal, International Journal of Service Industry Management, Journal of Health Care Marketing, Journal of Marketing Education, Marketing Education Review and others. He has published five books: Interactive Services Marketing, 3rd Ed., Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, Marketing Theory: Distinguished Contributions, AIRWAYS: A Marketing Simulation, and Services Marketing: An Annotated Bibliography. He is Past President of the American Marketing Association's Academic Council. He received the Career Contributions to the Services Discipline Award from the AMA Services Marketing Special Interest Group.

Dr. Christian Grönroos is Professor of Service and Relationship Marketing at Hanken School of Economics Finland. He is one of the pioneers in the fields of service marketing and management and relationship marketing research and a representative of the internationally recognized Nordic school of marketing thought. He is also the first non-North American to receive AMA's (Servsig) Career Contribution to the Services Discipline Award. He is a distinguished member of the Finnish Society of Sciences and Letters, and member of its board. His the most cited scholar in the business administration and management field in Finland. His views on service and relationship marketing is summarized in his two 2007 books: In Search of a New Logic for Marketing. Foundations of Contemporary Theory and Service Management and Marketing. Customer Management in Service Competition (3rd edition), both published by John Wiley & Co UK. His current research interests include service logic, adopting a service perspective in manufacturing, and reinventing marketing.

Since 1995 Birgit Mager holds the first European professorship on "Service Design" at the University of Applied Sciences Cologne, Germany and since then has developed the field of Service Design constantly in theory, methodology and in practice. Her numerous lectures, her publications and her projects have strongly supported the implementation of a new understanding of the economical, ecological and social function of design in the domain of services. Birgit Mager has lectured and taught as a guest professor in Japan, China, Korea, Taiwan, Africa, Brazil, USA, Finland, Norway, Denmark, Sweden, Austria, Switzerland, Italy, Spain, France, Portugal, Bulgaria, England, the Netherlands and in Belgium. She has conducted research projects on Service Design for the German Ministry of Research and Science and also in collaboration with national and international partners like Deutsche Bank, OMV, Siemens, German Telekom, McDonalds, Nokia and many more. Birgit Mager is Co-Founder and President of the International Service Design Network, editor in chief of Touchpoint, the international Journal of Service Design, founder and manager of sedes|research, the Center for Service Design Research at the University of Applied Sciences Cologne. She is vice dean of the Faculty 2 at the University of applied sciences. She is member of numerous boards and juries.

A. Parasuraman ("Parsu") is a Professor and Holder of the James W. McLamore Chair in Marketing (endowed by the Burger King Corporation) and Director of PhD Programs at the School of Business, University of Miami. He obtained his Bachelor of Technology degree in 1970 from IIT-Madras and Master of Business Administration degree in 1972 from IIM-Ahmedabad, India. His Doctor of Business Administration degree, which he obtained in 1975, is from Indiana University, Bloomington, Indiana. Dr. Parasuraman teaches and does research in the areas of services marketing, service-quality measurement and improvement, and the role of technology in marketing to and serving customers. In 1988 Dr. Parasuraman was selected as one of the "Ten Most Influential Figures in Quality" by the editorial board of The Quality Review, co-published by the American Quality Foundation and the American Society for Quality Control. He has received many distinguished teaching and research awards, including multiple Best Professor Awards given by Executive and Regular MBA Classes and the Provost's Award for Scholarly Research at the University of Miami. In 1998 he received the American Marketing Association's "Career Contributions to the Services Discipline Award" [an annual award bestowed upon one individual who has had a sustained and far-reaching impact on the field]. He received the Academy of Marketing Science's "Outstanding Marketing Educator Award" in 2001 and was designated as a "Distinguished Fellow" of the Academy in 2004. He has also been named to the Chartered Institute of Marketing (U.K.)'s "Guru Gallery," which profiles the 50 leading marketing thinkers worldwide. In 2005 he received a "Distinguished Alumnus Award" from IIT-Madras, his undergraduate alma mater. In 2008 the e-TQM College (now Hamdan Bin Mohammed e-University) in Dubai established "The Parasuraman Research Grant on Service Quality," an annual award to foster more scholarly research on service quality throughout the Middle East region. In 2009 the Society for Marketing Advances honored him with the "Elsevier Distinguished Scholar" award. In 2011 Maastricht University in the Netherlands conferred upon him a Honorary Doctorate degree. Dr. Parasuraman has published over one hundred articles in journals such as the Journal of Marketing, Journal of Marketing Research, Journal of Retailing, and Sloan Management Review. He has served as editor of the Journal of the Academy of Marketing Science for a 3-year term (1997-2000) and as editor of the Journal of Service Research for a 4-year term (2005-2009). He also serves on the editorial review boards of ten journals. In addition to coauthoring Marketing Research, a college textbook, Dr. Parasuraman has co-authored three other business books written for practitioners: Delivering Quality Service: Balancing Customer Perceptions and Expectations, Marketing Services: Competing Through Quality, and Techno-Ready Marketing: How and Why Your Customers Adopt Technology.

Dr. Zeithaml, the David S. Van Pelt Family Distinguished Professor of Marketing and an award-winning teacher and researcher, is an internationally recognized pioneer of services marketing. She devoted the last 25 years to researching, consulting and teaching service quality, services management and customer equity. Dr. Zeithaml won the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the marketing; the 2008 Paul D. Converse Award for outstanding and enduring contributions to marketing; the 2004 Innovative Contributor to Marketing Award given by the Marketing Management Association; and the Outstanding Marketing Educator Award given by the Academy of Marketing Science. In 2001, she received the American Marketing Association's Career Contributions to the Services Discipline Award. Zeithaml and her co-authors also won the prestigious, inaugural Berry-American Marketing Association Book Prize for their book, Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. She also co-authored the best-selling Delivering Quality Service: Balancing Customer Perceptions and Expectations and the textbook, Services Marketing.