FACULTY

Mary Jo Bitner, Ph.D.
PetSmart Chair in Services Leadership
Professor and Academic Director
Center for Services Leadership
W. P. Carey School of Business

Mary Jo Bitner is one of the CSL's founding faculty members and a leader in its emergence a university-based center for the study of services. Her research is published in leading marketing and business management journals including Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Academy of Management Executive and others. Her research focuses on managing customer experiences, service encounters, and customer adoption and usage of self-service technologies. Dr. Bitner is co-author of Services Marketing: Integrating Customer Focus Across the Firm, 4th edition, 2006, a leading text in services marketing used worldwide. In 2003 she received the American Marketing Association's Career Contributions to the Service Discipline Award.

Ruth Bolton, Ph.D.

Dr. Bolton previously held positions at  the W. P. Carey School of Business, Vanderbilt University, the University of Oklahoma, Harvard University, University of Maryland, GTE Laboratories Incorporated, University of Alberta, Carnegie-Mellon University and the University of British Columbia. Her business experience involves a variety of consulting projects addressing services marketing, customer satisfaction and quality management issues in the telecommunications and information services industries. Dr. Bolton's earlier published research investigates how organizations' customer service and pricing strategies influence customer satisfaction and loyalty.

Stephen Brown, Ph.D.
Edward M. Carson Chair in Services Marketing
Professor and Executive Director
Center for Services Leadership
W. P. Carey School of Business

Steve Brown is also one of the CSL's founding faculty members and a leader in its emergence a university-based center for the study of services. He has published widely, with articles appearing in Journal of Marketing, Journal of Marketing Research, Journal of Applied Psychology, Journal of Service Research, Journal of the Academy of Marketing Science and MIT's Sloan Management Review, as well as other business journals. His current research interests include services theory, service recovery, and building services in goods-dominant companies. He been awarded honorary doctoral degrees from the HANKEN School of Economics (1999) in Finland and the University of Karlstad (2006) in Sweden. He is also a past Chair of the Board of the American Marketing Association. In addition to his primary role at ASU, he is an Winspear Visiting Scholar at the University of Victoria in British Columbia. He also serves on the boards of directors of several corporations.

Haluk Demirkan, Ph.D.
Assistant Professor of Information Systems
W. P. Carey School of Business

Haluk's main research interests and expertise are in services-centric computing and the management of outsourcing relationships. His research leverages his multi-disciplinary educational background and extensive professional industry experience in the fields of information logistics and strategic business engineering. Haluk is becoming increasingly well-known for his leadership in the emerging service science, management and engineering discipline.

Michael Goul, Ph.D.
Professor, Information Systems
W. P. Carey School of Business

Michael is an internationally known information systems scholar. His work in services-centric computing and decision support has included recent industry-sponsored research projects with American Express, Intel and Teradata. Mike's interests in services extend to the public sector, and he was recently appointed as a visiting Distinguished University Fellow of the Clinton School of Public Service.

Michael Hutt, Ph.D.
Ford Motor Company Professor of Marketing
W. P. Carey School of Business

Mike is an expert on business-to-business marketing and directs research attention to the cross- functional role that marketing managers assume in the formation of strategy. He is the co-author of the widely-adopted text, Business Marketing Management, and has been recognized for excellence in both teaching and research.

Cheryl Burke Jarvis, Ph.D.
Associate Professor of Marketing
College of Business, Southern Illinois University

A graduate of Indiana University, Dr. Jarvis' research interests include: Improving marketing performance by improving managerial learning, use of information, and decision-making at the individual level; Organizational learning and knowledge management; Organization of market research functions and use of market research information; Issues in research methodology and statistics; Managerial implications of consumer information processing.

Ajith Kumar, Ph.D.
Professor of Marketing
W. P. Carey School of Business

Dr. Kumar's research interests include statistical modeling & analysis of marketing data. He has published articles in the Journal of Marketing, Journal of Marketing Research, Journal of Consumer Psychology, Journal of Retailing and other journals. He is a member of the editorial board of the Journal of Marketing Research.

Michael Mokwa, Ph.D.
Chair, Department of Marketing
W. P. Carey School of Business

Michael Mokwa is Department Chair, Faculty Director of ASU's acclaimed MBA Sports Business Program, and the Pat Tillman Foundation Distinguished Professor in Leadership and Marketing. His research interests include Strategic Marketing, Strategic Management and Sports Business. He has published articles in the Journal of Marketing, the Journal of Business Research, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Marketing Education, and other business journals.

Amy Ostrom, Ph.D.
Associate Professor of Marketing
Ford Honors Program Faculty Fellow
W. P. Carey School of Business

Dr. Ostrom received her Ph.D. from Northwestern University. Her research focuses on issues related to services marketing including customers' evaluation of services, customers' role in creating service outcomes, and customers' adoption and evaluation of self-service technologies. Amy Ostrom, a "rising star" in academia, brings to the Center special expertise on customer's decision-making process in evaluating service.

Buck K. W. Pei, Ph.D.
Associate Dean for Asia Programs
Professor of Accountancy and Information Management
W. P. Carey School of Business

Dr. Pei received his Ph.D. degree in Accounting from University of North Texas in 1986. Professor Pei's current research interests include strategic cost management, strategic information systems, performance measurement on supply-chain, and behavioral decision-making. His current teaching interests are in the areas of strategic innovations in cost management, supply-chain, and E-business. He is currently the Director of ASU MBA program in China that delivers a high-tech MBA curriculum to managers of US multinational firms such as Motorola, and the Coordinator of MSIM/MBA and MAIS programs at Arizona State University.

Elliot Rabinovich, Ph.D.
Associate Professor of Supply Chain Management
Dean's Council of 100 Distinguished Scholar
W. P. Carey School of Business

Dr. Rabinovich received his Ph.D. in Logistics-Supply Chain Management from the Robert H. Smith School of Business at the University of Maryland. His research centers on the role of e-commerce in the definition of strategies and performance in supply chain management and on implementation decisions involving information systems and inventory management. His research has been recognized with the 2005 E. Grosvenor Plowman Award and has been published in over 20 articles in California Management Review, Decision Sciences, Journal of Business Logistics, Journal of Operations Management, MIT-Sloan Management Review, and others. He has received several awards for his teaching and has published several teaching cases in the area of e-commerce supply chains.

Rajiv K. Sinha, Ph.D.
Associate Professor of Marketing
W. P. Carey School of Business

Dr. Sinha's research has focused primarily on modeling the temporal diffusion of information technology products and services across organizations. His research has addressed questions pertaining to the adoption of new technologies and their impact on profitability. His articles have appeared in Journal of Marketing, Journal of Marketing Research, Supply Chain Management Review, International Journal of Research in Marketing and elsewhere.

Vicki Smith-Daniels, Ph.D.
Professor of Supply Chain Management
W. P. Carey School of Business

Dr. Smith-Daniels teaches operations and supply chain management in the MBA, Executive Education, and Doctoral programs. Since January 2005, she has served as Editor-in-Chief of the Decision Sciences Journal, an interdisciplinary academic journal focusing on operations management, information systems, supply chain management, and technology management. Dr. Smith-Daniels' recent research projects are in the areas of health care supply chain management, services supply chains, product and service development, and project management. Her recent projects include health care supply chain performance improvement metrics and benchmarking, health care supply chain collaborative practices and their impact on performance, and decision making under ambiguity and complexity in development projects.

Nancy Stephens, Ph.D.
Associate Professor of Marketing
Faculty Director, Services Leadership Institute
W. P. Carey School of Business

In addition to her role as serving as the Faculty Director of our Annual Services Leadership Institute, she teaches MBA students in the Evening and Global Executive Programs as well as the W. P. Carey Mexico City MBA Program. She has extensive international teaching experience and has conducted courses at the Toulouse Business School in France and the Shanghai University of Finance & Economics in China.

Beth Walker, Ph.D.
State Farm Professor of Marketing
Faculty Director, Evening MBA Program
W. P. Carey School of Business

Beth Walker is the State Farm Professor of Marketing at Arizona State University, and currently serves as the Faculty Director for the Evening MBA Program. Beth's research interests are centered in the areas of consumer behavior and marketing strategy. In particular, her research emphasizes the cognitive structures and processes that underlay the formation of strategy and consumer decision marking.

James Ward, Ph.D.
Yellow Corporation Professor of Services Marketing & Management
Professor of Marketing
W. P. Carey School of Business

James Ward is currently Coordinator of the W. P. Carey MBA Specialization in Strategic Marketing and Services Leadership. His research interests include framing processes, consumer word-of-mouth in online environments, consumer protest, sociological processes in customer communities, and consumer identity formation. His research stream reflects a continuing effort to deepen understanding of how cognitive and sociological processes intermingle in determining consumer behavior.

Faculty Fellows

The CSL has developed a renowned, by-invitation-only international group of Faculty Fellows. The CSL Fellows are respected academicians who have collaborated with the CSL on research projects, executive education and/or publications related to advancing the field of services. The Fellows program enables the CSL to recognize colleagues who have made noteworthy contributions to the field of services and to engage with this vibrant network of international scholars in joint research and other projects.

• Neeli Bendapudi
  Associate Professor of Marketing, Director, Institute for Managing Services
  The Ohio State University
• Len Berry
  M.B. Zale Chair of Retailing & Marketing Leadership
  Texas A&M University
• Lance Bettencourt
  Innovation Consultant
  Strategyn
• David Bowen
  Robert and Katherine Herberger Chair in Global Management & Professor of Management
  Thunderbird, The American Graduate Schoolof International Management
• Steven Brown
  Professor of Marketing
  C.T. Bauer College of Business - University of Houston
• Ko de Ruyter
  Professor of Interactive Marketing and Professor of International Service Research and Chairman of the Department of Marketing
  Maastricht University
• Bo Edvardsson
  Professor and Director, Service Research Center
  University of Karlstad, Sweden
• Ray Fisk
  Professor and Chair Department of Marketing
  Texas State University
• Dwayne Gremler
  Professor of Marketing
  Bowling Green State University
• Christian Gronroos
  Professor of Service and Relationship Marketing and Chairman of the Board for the Research and Knowledge Centre
  Swedish School of Economics and Business Administration, Finland
• Anders Gustafsson
  Professor
  Karlstad University
• Kevin Gwinner
  Professor and Department Head of Marketing
  Kansas State University
• Jos Lemmink
  Professor of Marketing and Market Research, Director of the Maastricht Academic Center for Research in Services, and Dean of Business Faculty
  Maastricht University
• Kay Lemon
  Associate Professor of Marketing
  Boston College
• Matt Meuter
  Professor of Marketing
  California State University, Chico
• Stefan Michel
  Associate Professor of International Marketing
  Thunderbird, The Garvin School of International Mgmt.
• Parsu Parasuraman
  Professor of Marketing
  Department of Marketing,
  University of Miami
• Aleda Roth
  Burlington Industries Professor of Supply Chain Management
  Clemson University
• Steve Tax
  Professor and Francis G. Winspear Scholar; Service Management
  University of Victoria, Canada
• David Tse
  Professor of International Marketing & Director
  Chinese Management Center,
  Hong Kong University
• Peter Verhoef
  Professor of Marketing & Director of Customer Insight Center
  University of Groningen, The Netherlands
• Valarie Zeithaml
  David S. Van Pelt Family Distinguished Professor of Marketing
  University of North Carolina