RESEARCH FACULTY

Laurel Anderson is Associate Professor of Marketing at Arizona State University. She has degrees in both marketing and community health. Her expertise is in cultures, service and transformative consumer research. She focuses on creativity and innovation, going between cultural worlds, health well being, and challenges and strengths related to poverty, culture and immigration. In her research, she utilizes predominantly interpretive and community participatory action research methods. Her current research projects include a community action research project on diabetes with Hispanic immigrants and an indigenous population, consumer-centric service innovation in the United States, Italy and China, a physiological study of the socio-emotive aspects of patient-provider interaction with Mayo Clinic, adolescent socialization on the internet, Hispanic consumers going between different cultural worlds, broad and narrow socialization in computer literacy in India, consumer activism and the reclamation of public space. Her research has appeared in Journal of Consumer Research, Journal of Public Policy and Marketing, Journal of Advertising, Journal of Business Research, Journal of Consumer Behavior, among others and at numerous academic conferences. Previously, she was Director of Institute for International Management at Arizona State University. And prior to academics, she developed community health programs focused on children and families, including a crisis intervention center for children. She has lived and worked mainly in the United States, Italy, Japan, Thailand, and Iran.

Mary Jo Bitner is the Executive Director of the Center for Services Leadership, Edward M. Carson Chair in Service Marketing, and Professor of Marketing at the W. P. Carey School of Business, Arizona State University (ASU). In her more than 25-year career as a professor and researcher, Dr. Bitner has been recognized as one of the founders and pioneers in the field of service marketing and management worldwide. At ASU she was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as the premier university-based center for the study of services marketing and management. She also serves currently on the Board of the American Marketing Association. Dr. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 6th edition, 2012. The book is used at the undergraduate and graduate levels at universities across the U.S. and globally, and has been translated into more than eight different languages. In the middle 1990s, Dr. Bitner led the development of the W. P. Carey MBA marketing and service leadership specialization, a unique full-year focus within the nationally ranked W. P. Carey MBA. The degree specialization has existed for over fifteen years and alumni now work in companies worldwide, leading the implementation of service and customer-focused strategies. In 2003, Dr. Bitner was awarded the Career Contributions to the Service Discipline Award presented by the American Marketing Association. She was also named an IBM Faculty Fellow for her leadership and pioneering work in service science. At ASU, Dr. Bitner has received the W. P. Carey School of Business Graduate Teaching Excellence Award and the award for Outstanding Professor, PhD Programs. She serves as a Distinguished Faculty member at Fudan University, Shanghai, China and has taught for many years in ASUs EMBA program in China. Dr. Bitner’s current research is concerned with service infusion strategies in goods-dominant companies and the strategic roles of technology and contact employees in determining customer satisfaction with services. She has published articles relevant to service marketing and management in the Journal of Marketing, Journal of Service Research, Journal of Business Research, Journal of Retailing, Journal of Service Management, Journal of the Academy of Marketing Science, and the Academy of Management Executive. She holds a BA in Political Science and MBA and PhD degrees in Marketing, all from the University of Washington, Seattle.

as 2009-11 Executive Director of the Marketing Science Institute (www.msi.org). She studies how organizations can improve business performance over time by creating, maintaining and enhancing relationships with customers. Dr. Bolton's recent research has focused on high technology, interactive services sold in global business-to-business markets. She previously held academic positions at Vanderbilt University, the University of Oklahoma, Harvard University, University of Maryland, and the University of Alberta. She also spent eight years with Verizon, working on projects in the telecommunications and information services industries. Dr. Bolton's earlier published articles investigate how organizations' service and pricing strategies influence customer satisfaction, loyalty and revenues. Dr. Bolton has published articles in the Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Management Science, Marketing Science, and other leading journals. She previously served as editor of the Journal of Marketing (2002-2005) and Area Editor of the Journal of Marketing Research (2005-2007), as well as serving on the Editorial Review Boards of other leading marketing journals. She has also served on the Board of Trustees of the Marketing Science Institute and the Board of Directors of the American Marketing Association. She received her B.Comm., with honors, from Queen's University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon University.

Sterling A. Bone is an Assistant Professor of Marketing at Utah State University's Jon M. Huntsman School of Business. His research focuses on how customer-contact professionals (e.g. salespeople and service employees) influence the different decisions that consumers make. Current research projects address such topics as restrictions to consumer choice in financial services; the holistic perspective of customer feedback management, including the positive benefits of compliment and advice-giving behaviors; and customer engagement in online communities. He received his Ph.D. from Oklahoma State University. His research has appeared in the Journal of Service Research and Psychology & Marketing. Prior to his academic career, Sterling worked as a sales professional in residential and commercial real estate. He can be reached at sterling.bone@usu.edu.

Michael (“Mike”) Brady is the Carl DeSantis Professor and chair, Department of Marketing, at Florida State University. His primary research interest has to do with contextual and communal factors that influence customer assessments of frontline service transactions. Mike has published articles in many top scholarly journals, including the Journal of Consumer Research, Journal of Marketing, Journal of Retailing, Journal of Service Research, Journal of the Academy of Marketing Science, and many other outlets. He has won numerous awards, including the M. Wayne Delozier and Steven J. Shaw research awards, the Academy of Marketing Science outstanding teacher award, University teaching and mentoring awards, outstanding reviewer awards, and the William R. Jones award for mentoring minority doctoral students. Mike serves on the Editorial Review Boards of the Journal of Retailing, Journal of the Academy of Marketing Science, Academy of Marketing Science Review, and Journal of Service Research.

Dr. Jarvis has bachelor’s and master’s degrees from Texas A&M University and a master’s degree and Ph.D. in marketing from Indiana University, in addition to more than 10 years professional experience in advertising, public relations, publishing, and marketing management. She also has served on the faculty of the Kelley School of Business at Indiana University and the W. P. Carey School of Business at Arizona State University. Her research interests focus on improving our understanding of customer relationships and relationship failure, and on improving analytical methodologies used in marketing research. Her work has been published in top academic journals including the Journal of Marketing, the Journal of Consumer Research, the Journal of Applied Psychology, the Journal of the Academy of Marketing Science, MIS Quarterly, and the International Journal of Research in Marketing.

Haluk Demirkan's main research interests and expertise are in service science, and sustainable service-oriented management and technology solutions. Some of his recent joint industry-academic research projects include industry experts from American Express, Intel, IBM, Teradata and MicroStrategy. His research appears in a number of journals, including JMIS, JAIS, EJOR, IEEE Transactions, ECRA, IS Frontiers, CACM, ISEBM, International Journal of Services Science, and other leading journals. He has fifteen years of consulting experience in the areas of service-oriented information systems and technology solutions, information supply chain, business intelligence and strategic business engineering with Fortune 100 companies. In addition to teaching and research, he still provides strategic, tactical and operational management and technical advisory, and executive education services to a number of organizations. Currently, he is also co-editing two seminal research books with James Spohrer on the science of service systems, and service system design and implementation. He is the recent recipient of the IBM Faculty Award for a research project titled "Design Science for Self-Service Systems".

Paul W. Fombelle is an Assistant Professor of Marketing at Northeastern University in Boston. He received his Ph.D. from the W.P. Carey School of Business, Arizona State University and his B.A. from Ithaca College. His current research examines service innovation, customer feedback management, and customer reciprocity. His other areas of interest include how consumers build and reinforce important social identities through organizational memberships and community building. Paul's research has allowed him to work with service companies in a variety of fields including finance, technology, retail, and tourism. Prior to earning his Ph.D., Paul worked in branding for Ogilvy and Mather in New York, where he helped managed such brands as American Express and Post Cereal.

Andrew S. Gallan (PhD, Arizona State University) is an assistant professor of marketing at the Driehaus College of Business, DePaul University, Chicago, IL. Previously, he was with the Weatherhead School of Management at Case Western Reserve University with a secondary appointment in the School of Medicine. Prior to entering academia, Andrew’s professional experience included pharmaceutical sales management and marketing as well as advisory roles with not-for-profit healthcare groups. His research interests are in the areas of service design, innovation, customer participation and patient experience. Andrew has worked with Mayo Clinic and Cleveland Clinic, and is currently collaborating with the Health Systems Management program at Rush University Medical Center in Chicago.

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.

Dr. Gremler is a Professor of Marketing in the College of Business Administration at Bowling Green State University in Ohio. Throughout his academic career, Dr. Gremler has been a passionate advocate for the research and instruction of services marketing issues. He has served as Chair of the American Marketing Association's Services Marketing Special Interest Group (SERVSIG) and has helped to organize services marketing conferences in Australia, The Netherlands, France, Portugal, Finland, and the United States. Dr. Gremler has been invited to conduct seminars and present research on services marketing issues in more than a dozen countries. He has published 34 peer-reviewed journal articles and book chapters. In addition, his research has been presented more than 60 times at a variety of national and international conferences. Five of Dr. Gremler's articles have won awards, including the Outstanding Research Paper Award for the best article published in the Journal of Service Research in 2002 and Outstanding Paper of the Year from the International Journal of Service Industry Management in 1994. In 2005, his research on customer relational benefits was recognized as the most influential article published in the Journal of the Academy of Marketing Science in the prior seven years. He received a Fulbright Scholarship from the U.S. government to teach services marketing courses at the University of Maastricht, The Netherlands, for spring 2006. Dr. Gremler's current research is concerned with customer loyalty in service businesses, customer-employee interactions in service delivery, service guarantees, servicescapes, and word-of-mouth communication. Dr. Gremler is a co-author (with Valarie Zeithaml and Mary Jo Bitner) of one of the leading textbooks in his field, entitled: Services Marketing: Integrating Customer Focus Across the Firm. Dr. Gremler has been teaching Services Marketing courses for nearly 20 years, and is thought to have taught more undergraduate classes during this time than anyone in the U.S. He is the recipient of several teaching awards, including the Academy of Marketing Science Outstanding Marketing Teacher Award (2009), the Alumni Undergraduate Teaching Award from the College of Business at Bowling Green State University (2010), and the Hormel Teaching Excellence Award from the Marketing Management Association (2011).

Kevin Gwinner is professor and head of the Department of Marketing at Kansas State University. He received his Ph.D. in marketing, MBA degree, and a BS in finance from Arizona State University. His industry experience is in retail where he developed merchandise plans accounting for $4.5 million dollars in sales and implemented merchandise distribution strategies for 29 branch stores at a division of May Department Stores. At Kansas State University he has taught Marketing Management, Services Marketing, Professional Selling, Principles of Marketing, Sports Marketing, Financial Service Marketing, and a graduate course in Marketing Strategy. In recognition of his teaching performance, Dr. Gwinner was awarded the Commerce Bank Award for Distinguished Undergraduate Teaching by Kansas State University. He developed the first online MBA marketing course at Kansas State University and has taught that course every year since 2001. Dr. Gwinner’s primary research focuses on understanding and improving aspects of the employee-customer service encounter. He has twice won the Outstanding Research Paper Award for the best article published in the Journal of Service Research. In 2005, his research on consumer relational benefits was recognized as the most influential article published in the Journal of the Academy of Marketing Science in the prior seven years. Kevin has published 36 peer-reviewed journal articles, presented and published 46 papers at national and international conferences, and has co-authored 3 chapters in scholarly books. His work has been cited more than 6300 times. In addition, Dr. Gwinner has consulted with a variety of organizations including Sprint, Bayer Animal Health, the Food Animal Welfare Network, Anderson Consulting, Veriprime, Jalas, Strategyn, and the American Veterinary Medical Association. Dr. Gwinner is past-chair of the American Marketing Association’s Services Marketing Special Interest Group and has over 28 years of combined service on the editorial review boards of the Journal of Service Research, Journal of Marketing Education and Marketing Education Review.

Thomas Hollmann is an Assistant Professor of Marketing in the Department of Business Management at North Carolina State University and a Research Faculty fellow at the Center for Services Leadership at Arizona State University. Thomas' work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker and Xerox, and as an executive at a major North American financial services company. His research interests include Services Science, with a focus on service innovation, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.). Thomas has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas earned a Ph.D. in Marketing from Arizona State University.

Mark B. Houston (Ph.D. Arizona State University; M.B.A. University of Missouri; B.S. Southwest Baptist University) is the Eunice and James L. West Chair of American Enterprise and Professor of Marketing in the Neeley School of Business, Texas Christian University. He is also a member of the CSL Research Faculty with the Center for Services Leadership in Arizona State University's WP Carey School of Business. Prior to TCU, Dr. Houston served on the faculties of University of Missouri-Columbia, where he held the David and Judy O'Neal MBA Professorship, Saint Louis University and Bowling Green State University. His research on marketing and innovation strategy, inter-firm relationship management, and motion picture success has been published in Marketing Science, Journal of Marketing, Journal of Marketing Research, Journal of Consumer Research, and Journal of Financial and Quantitative Analysis, among others. He is a member of the editorial review boards of three journals. Winner of the Distinguished Research Fellowship Award for MU's College of Business in 2003, Dr. Houston co-chaired the 2005 American Marketing Association Summer Educators' Conference, co-chaired the 2010 AMA Doctoral Consortium, is President-elect designate of the AMA's national Academic Council, and has served as Vice President of the AMA's Technology and Innovation research interest group. His research has received press coverage by the Financial Times, BusinessWeek, Canadian Business, the New York Times, the London Observer/Guardian, Hollywood Reporter, Variety, and Screen International. For his teaching, Dr. Houston won a national Outstanding Marketing Teacher Award from the Academy of Marketing Science (2006), a University of Missouri Provost Teaching Award for his work with MU's Crosby MBA program and its cross-disciplinary "Integrated Functional Perspectives" initiative (2006), and a Beta Gamma Sigma Outstanding Teacher Award as the top teacher in Saint Louis University's John Cook School of Business (2000). He has conducted research, case, consulting and/or executive education activities with many organizations, including AT&T, BankOne NA, Caterpillar, Dana Corporation, Dell, DSM (Life Sciences and Materials Sciences), Emerson Electric (Therm-O-Disc), IBM, the Interstate Natural Gas Association of America (INGAA) and the INGAA Foundation, the Manufacturers' Representative Educational Research Foundation, Marriott.com, the Metal Construction Association, Britain's National Composites Network, Sony Pictures, Strategyn, Inc., Warner Bros., and WellPoint.

Michael D. Hutt (PhD, Michigan State University) is the Ford Motor Company Distinguished Professor of Marketing at the W. P. Carey School of Business, Arizona State University. He received his undergraduate and MBA degrees from Ohio University. He has held faculty positions at Miami University (Ohio) and the University of Vermont. Dr. Hutt's teaching and research interests are concentrated in the areas of business-to-business marketing and strategic marketing. His current research centers on the marketing-finance interface, particularly the application of financial portfolio theory to customer management. Dr. Hutt's research has been published in the Journal of Marketing, Journal of Marketing Research, MIT Sloan Management Review, Journal of Retailing, Journal of the Academy of Marketing Science, and other scholarly journals. He is the co-author of the popular and widely-adopted text, Business Marketing Management: B2B (Cengage/South-Western), now in its 11th edition. He is also the co-author of Macro Marketing (John Wiley & Sons) and contributing author of Marketing: Best Practices (South-Western). Assuming a variety of leadership roles for American Marketing Association programs, he co-chaired the Faculty Consortium on Strategic Marketing Management. He is a member of the editorial review boards of the Journal of Business-to-Business Marketing, Journal of Business & Industrial Marketing, Industrial Marketing Management, Journal of the Academy of Marketing Science, and Journal of Strategic Marketing. For his 2000 contribution to MIT Sloan Management Review, he received the Richard Beckhard Prize. Dr. Hutt has consulted on marketing strategy issues for firms such as IBM, Motorola, Honeywell, AT&T, Arvin Industries, ADT, and Black-Clawson, and for the food industry’s Public Policy Subcommittee on the Universal Product Code.

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 Business Research.

Katherine N. Lemon is the Accenture Professor and Professor of Marketing at Boston College's Carroll School of Management, Her research focuses on strategic customer management, customer equity, customer value creation, marketing strategy and marketing metrics. She has published articles in the Journal of Marketing, Journal of Marketing Research, Marketing Science, Harvard Business Review, Journal of Service Research, Management Science, and other leading journals. Kay is the Editor of the Journal of Service Research. She serves on the editorial boards of the Journal of Marketing, Journal of Marketing Research, and the Journal of Interactive Marketing, and she is a past member of the American Marketing Association Board of Directors. She received her Ph.D. from University of California, Berkeley. Prior to her academic career, Kay held senior level marketing positions in the high technology and health care industries.

Martin Mende (PhD, Arizona State University) is an Assistant Professor of Marketing at the University of Kentucky. His research focuses on service science/marketing, customer relationship management, and marketing strategy. His research has appeared in the Journal of Service Research. Prior to attending Arizona State University, Martin earned a Doctoral Degree on Services Management from Catholic University of Eichstaett-Ingolstadt, Germany. During his studies in Germany, Martin was a visiting student with Universidad de Belgrano, Buenos Aires, Argentina and Arizona State University, U.S.A. Furthermore, Martin served in the German military and had the opportunity to work with various firms, including Adidas, BMW, Audi, Deutsche Bank and Siemens.

Dr. Matthew L. Meuter received his Ph.D. in Marketing from Arizona State University in 1999. He is currently Professor of Marketing at California State University, Chico. Dr. Meuter's research focuses on the intersection of Marketing and technology. His research has specifically focused on customer use and adoption of Self-Service Technologies, satisfaction with technology use, and the strategic implications of integrating technology within a firm. He has published two articles in the Journal of Marketing, the leading marketing journal and has published in a variety of other journals such as the Journal of Business Research, Journal of Marketing Theory and Practice, Psychology & Marketing, Journal of Applied Psychology, Journal of Services Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, and many others.

Michael Mokwa is the Pat Tillman Foundation Distinguished Professor in Leadership and Marketing and the former Department Chair and Faculty Director of ASU's acclaimed MBA Sports Business Program. 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.

Felicia N. Morgan is an Associate Professor of Marketing at the University of West Florida. She earned her doctorate in marketing at the W. P. Carey School of Business at Arizona State University in 2004. Her research, which focuses on service marketing and management, service branding, and managing customer experiences, has been published in journals such as California Management Review, Journal of Business and Industrial Marketing, and Journal of Marketing Theory and Practice. Felicia's nine years of university teaching experience include graduate-level courses in Bangalore, India and Amiens, France. She has also been active in the Services Special Interest Group (ServSIG) of the American Marketing Association. Prior to earning her doctorate, Felicia spent over ten years working in marketing and management within the services sector. She also enjoyed an early career as a professional musician. Felicia holds a bachelor's degree and an MBA from the University of New Orleans.

Charles H. Noble, (PhD, Arizona State University; MBA, Babson College; BS, Boston College) is currently Proffitt’s Professor of Marketing and Director of the Marketing PhD Program at The University of Tennessee in Knoxville. Previously, he was on the faculties of Boston College and The University of Mississippi. He is also currently the Vice President for Academic Affairs with the Product Development and Management Association (PDMA). Charles’ research interests focus generally on innovation, design and development processes, as applied to both products and services. He has published in many leading journals including the Journal of Marketing, Strategic Management Journal, Journal of the Academy of Marketing Science, Journal of Product Innovation Management, Sloan Management Review, IEEE Transactions on Engineering Management, and many others. He is currently on the editorial boards of the Journal of the Academy of Marketing Science and the Journal of Product Innovation Management. Charles has consulted for many organizations, primarily in the airline, retailing, consumer goods, and commercial real estate sectors. He has won several awards for both research and teaching.

Douglas Olsen, B.Sc., MBA, Ph.D. is an Associate Professor of Marketing in W.P. Carey School of Business at Arizona State University. Prior to joining ASU, he served both as a professor and as the Associate Dean of MBA Programs at the University of Alberta. Douglas has been active in both graduate and undergraduate programs and teaches marketing strategy, research methodology and marketing communication. He has been an instructor in a broad range of executive development programs related to business strategy as well as public consultation. Over the past two decades, his dedication to teaching has been recognized with numerous awards for instructional excellence. On a pragmatic level, Douglas has been actively involved in consultation to both government and private enterprise and currently serves on the Scientific Advisory Committee for Leger Research. His research has been presented at over 30 conferences in Canada, the United States, Europe, South America and Australia. He is a member of the Association for Consumer Research and the American Marketing Association.

Amy L. Ostrom is the PetSmart Chair in Service Leadership and Professor of Marketing at the W. P. Carey School of Business at Arizona State University. She received her Ph.D. from Northwestern University. Her research focuses on issues related to services marketing including customers' evaluation and adoption of services, customers' roles in creating service outcomes, and transformative service. Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Research, and the Journal of Service Research. Ostrom, who was selected as the 2004 Arizona Professor of the Year and the 2007 ASU Parents Association Professor of the Year, has supervised numerous undergraduate Honors theses. She has shared the services blueprinting technique with small start-ups to Fortune 500 companies to help improve their service processes and develop new service offerings.

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.

Antony Peloso (Ph.D, Queensland University of Technology, Australia) is a Clinical Assistant Professor of Marketing. Antony's teaching interests include Marketing Management, Marketing Research, International Marketing, and Strategic Marketing. He teaches in the ASU W. P. Carey School of Business undergraduate marketing program and the Evening MBA program. His research and professional interests include investigating and developing strategies that drive employee and customer loyalty in service firms, and the individual achievement of long-term goals. Antony also works with not-for-profit organizations that focus on the development of life skills among youth.

Elliot Rabinovich (Ph.D., University of Maryland 2001) is the John G. and Barbara A. Bebbling Associate Professor in the supply chain management department. His research centers on the role of electronic commerce in the definition of strategies and performance in supply chain management and on implementation decisions involving information systems and inventory management. As part of his research, he has worked with companies such as Amazon.com, Baker and Taylor, Cooking.com, eBags.com, and PetSmart. His research has been recognized with fellowships from the Institute of Supply Management and awards from the Council of Supply Chain Management Professionals and from numerous academic conferences and journals. He has published a forthcoming book with some of his research (Internet Retail Operations: Integrating Theory and Practice for Managers, Taylor & Francis). Moreover, his research has been published in over 25 articles in California Management Review, Decision Sciences, Journal of Business Logistics, Journal of Operations Management, MIT Sloan Management Review, Production and Operations Management, and others.

Kohl’s Corporation Professor of Retail Marketing Northern Illinois University Mark S. Rosenbaum is a Fulbright Scholar and the Kohl’s Corporation Professor Retail Marketing Northern Illinois University. His research focuses on services issues such as social support among customers in commercial and not-for-profit settings, cancer care, unethical shopping behaviors, ethnic consumption, and tourists' shopping behaviors. His has published in Journal of Service Research, Journal of Services Marketing,Journal of Business Research, Journal of Retail and Consumer Services, Services Marketing Quarterly, Journal of Consumer Behaviour, Senior Housing & Care Journal, Psychology & Marketing, Journal of Travel Research, Business Horizons, Marketing Intelligence and Planning, and the Journal of Vacation Marketing, as well as numerous domestic and international conference proceedings and book chapters. Rosenbaum also consults on service marketing issues in the Chicago area with leading firms such as Abbott, Calamos,Jewel-Osco, Living Well Cancer Center and McDonalds. He also teaches undergraduate and executive services courses at the American Hotel Academy (Romania), PS Business School(Myanmar), and he has taught services courses in Vietnam, Bhutan, and Cambodia.He received his doctorate from Arizona State University in 2003.

Adriana Samper (Ph.D, Duke University) is an Assistant Professor of Marketing at the W.P. Carey School of Business at Arizona State University. Prior to earning her doctorate, she worked in management consulting for the pharmaceutical sector. Dr. Samper studies interventions to improve consumer welfare in the areas of health and product use. In health, she examines how health-related information (e.g., price, messaging) can impact consumer risk perceptions and prevention intentions. In product use, she examines consumer perceptions of how products may help or hurt performance, and their actual effects on behavior. She has presented her work at the Association for Consumer Research and the Society of Consumer Psychology. Her work has been published in Psychological Science and the Journal of Consumer Research.

Raghu Santanam is Professor of Information Systems in the W. P. Carey School of Business at Arizona State University. His current research focuses on Consumer Information Systems, Health Information Technology, Business Process Change, and Cloud Computing. Dr. Santanam has helped a number of organizations on Information Systems and Business Process related changes. Dr. Santanam has co-guest edited a special issue of the Journal Decision Support Systems on "Cyberinfrastructure for Homeland Security: Advances in Information Sharing, Data Mining, and Collaboration Systems.” He has served as or currently serves as Associate Editor for Information Systems Research, Decision Support Systems, Journal of the Association for Information Systems and Journal of Electronic Commerce Research. He is an advisory editor of the Elsevier series on “Handbooks in Information Systems.” He has served as the Program Co-Chair for Workshop on E-Business, 2009 and INFORMS Conference on Information Systems and Technology (CIST), 2012. Dr. Santanam is a Visiting Scientist at Mayo Clinic during the AY 2012-13.

Professor Rajiv K. Sinha is the Lonnie Ostrom Chair in Business at the W.P. Carey School of Business, Arizona State University. His research interests include new product development, technology diffusion, software and music piracy, product pricing, public policy issues related to tobacco and alcohol addiction, Internet based brand communities and marketing strategies for digital products. His publications on these and related topics have appeared in leading marketing, management, engineering and environmental economics journals such as Journal of Marketing Research, Journal of Marketing, Marketing Science, Information Systems Research, Strategic Management Journal, Journal of Operations Management, Production and Operations Management, IEEE Transactions in Engineering Management, Ecological Economics and other leading journals. He is the recipient of the W.P. Carey Outstanding Researcher Award (2011) and the James W. Creasman Award for Excellence (2009), a quadrennial award given for outstanding contributions to Arizona State University and the community. In addition, he has received the Faculty Research Development Award for Outstanding Research, the Penley Teaching Award, the Outstanding Teacher Award for an MBA track (four times), and the Governor’s Award for Excellence. In 2007, he received the inaugural W. P. Carey Outstanding MBA Teacher Award. The Business Week rankings of the major business schools rated him as the “Most Popular Professor” in the MBA program at Arizona State University. In addition, the Business Week rankings listed his E-Commerce and the New Product Development courses as the “Best Electives” in the MBA program.

Nancy J. Sirianni, Ph.D. (Arizona State University) is an Assistant Professor of Marketing at the Neeley School of Business at Texas Christian University. Prior to earning her doctorate degree, she worked in service operations, marketing research and management consulting with companies including Accenture, BSI Consulting and Insperity (formerly Administaff). Dr. Sirianni studies how firms create meaningful connections with customers through the emotional design of brands, products and services. She also studies consumer responses to elements in retail and service environments including frontline employees, interior design and architecture. She has presented her work at leading service research conferences including Frontiers in Service and the International Research Symposium on Service Excellence in Management, as well as the annual meetings for the American Marketing Association, the Association for Consumer Research, the Society of Consumer Psychology and the Academy of Marketing Science. Her research appears in the Journal of Consumer Research and Business Horizons.

Nancy J. Stephens is Associate Professor of Marketing at the W. P. Carey School of Business at Arizona State University. She is Faculty Director of the Services Leadership Institute and lead faculty for the Services Skills Challenge. Nancy teaches marketing management to students in the Executive, Evening, Corporate and Shanghai MBA programs). She also teaches an MBA elective course in creativity and is a pioneer in online learning who developed the first online marketing course at ASU. From 1998 to 2005, Nancy was Director of the W. P. Carey MBA Evening Program and when she departed, student satisfaction was at the highest levels ever achieved and the program had earned its highest ranking ever, #12 among evening programs nationally (U.S. News & World Report, April, 2005). Nancy is an experienced teacher of managers and executives. She has worked with several companies, most recently Chevron, Jobing.com, TriWest Healthcare Alliance, and YRW Corp (Yellow Corp). Her expertise lies in customers, services management and marketing communication/promotion. Nancy's research interests center customer behavior, services management, and promotion. Most recently, she published a case study on customer satisfaction in the Proceedings of the Marketing in Higher Education Conference (2006). Nancy has published many academic papers in journals and conference proceedings, including Journal of Marketing Research, Psychology and Marketing, Journal of Advertising and others. Nancy received her Ph.D. from the University of Texas at Austin and her B.S. (with Honors) and M.S. degrees from the University of Illinois at Urbana.

Beth (Ph.D., Pennsylvania State University) is the Department Chair for the W. P. Carey Department of Marketing and the AT & T Professor of Services Marketing and Management at Arizona State University. Beth most recently served as the Associate Dean for the W. P. Carey MBA and Faculty Director for the W. P. Carey Evening MBA Program. Beth’s research interests are centered on cross-functional working relationships in the development of marketing strategy and on isolating the characteristics of high-performance account managers. Beth’s research has been published in the Journal of Marketing, Journal of Marketing Research, Sloan Management Review, Journal of Business Research, Psychology and Marketing, Journal of the Academy of Marketing Science, Journal of Product Innovation Management, Journal of Business and Industrial Marketing, Journal of Services Research, Research in Consumer Behavior, and in other scholarly publications. For their 2011 paper in the Journal of Marketing, Beth and her co-authors received the 2011 Harold H. Maynard Award, reflecting the most significant contribution to marketing theory and thought. She was also the recipient of the Richard Beckhard Prize for her article in MIT Sloan Management Review. Beth also received the Malcolm S. Woldenberg Marketing Chair Award for her contributions to the Journal of Business Research. For her teaching contributions, Beth has been recognized by Arizona State University as a Wakonse Fellow and by the College of Business with the Outstanding Undergraduate Teaching Excellence Award. In terms of service to the marketing discipline, Beth is the current past-president of the American Marketing Association Academic Division, served as the president of the American Marketing Association Academic Division, has served as a co-chair of the 2005 AMA Summer Educator’s Conference, and is serving as an elected member of Academic Council, the governing board of the AMA for educators. In addition, she was the co-chair of the 2007 John A. Howard Dissertation Award which recognizes excellence in dissertations that advance marketing knowledge and serve as a stimulus for research and teaching. Beth has consulted on strategy issues for State Farm Insurance, IBM Global Services, Lucent Technologies, Yellow Transportation, Honeywell, and AT&T.

Jim Ward is the Yellow Corporation Professor of Marketing at the W. P. Carey School of Business at Arizona State University. Professor Ward's research has been published in all the marketing discipline's leading journals including the Journal of Marketing, the Journal of Marketing Research, the Journal of Consumer Research, and the Journal of Consumer Psychology. His recent work takes a sociological perspective to understanding consumer loyalty (and its opposite, disaffection). In particular, recent work focuses on understanding the propagation of consumer word-of-mouth in online environments and understanding the social psychology of loyalty to brand communities. He is among the few scholars who have won the prestigious "Best Paper" award from the Journal of Consumer Research. In addition to the above journals, he has published in the Journal of Services Research, the Journal of Retailing, the Journal of Business Ethics, and the Journal of Business Research. Professor Ward often works closely with Arizona State University's Center for Services Leadership to develop research that is useful to the Center's corporate partners. For example, his research on the determinants of customer complaining online and his research on new approaches to service recovery have recently been featured in executive education sessions sponsored by the Center. Professor Ward teaches in the areas of customer loyalty measurement, marketing research, and marketing strategy to audiences including day, evening, and executive MBA students. For over a decade, he has taught a course in customer loyalty measurement in the Services Marketing MBA specialization by partnering with corporate sponsors to offer students applied research projects as a centerpiece of his course. Project sponsors have recently included Chase Bank, the Mayo Clinic, LensCrafters, Hewlett-Packard, Harley-Davidson, UPS, State Farm, Kodak, Honeywell, Ticketmaster, the MGM Mirage Casino Group, Avnet, Siemens, the Seattle Seahawks, Mettler-Toledo, and many others. These projects have provided sponsors with useful managerial insights and students with significant learning opportunities. Professor Ward is also the Coordinator of the Strategic Marketing and Services Leadership MBA specialization.

Michael Wiles is an Assistant Professor of Marketing at the W. P. Carey School at Arizona State. He received his Ph.D. from the Kelley School of Business at Indiana University and his B.A. from Dartmouth College. His research investigates how financial markets evaluate firm marketing and service actions and issues pertaining to new product development. His work has been published in the Journal of Marketing and the Journal of Retailing. Prior to earning his Ph.D., Michael worked as a consultant for Monitor Company, where he advised clients on marketing strategy issues in the pharmaceutical and consumer packaged goods industries.