Center for Services Leadership - Global Research Faculty

Global Research Faculty

Tracey DaggerTracey Dagger
Associate Professor of Marketing
Monash University, Australia

Dr. Tracey Dagger is an Associate Professor in the Department of Marketing at Monash University. Tracey has won several international awards including ANZMAC Emerging Researcher of the Year Award (2008), Emerald/EFMD Outstanding Doctoral Research Award (2005), and several Best Conference Paper Awards. Her research interests are focused in the area of services marketing and media planning, including service quality and satisfaction, the economic and social outcomes of services, relationship development, co-creation in service contexts, and advertising research. She has a particular interest in health care marketing. Tracey has published in the Journal of Service Research, European Journal of Marketing, and Journal of Services Marketing. She has had papers accepted at many leading international conferences and is an ad hoc reviewer for several leading marketing journals. Tracey has successfully won several grants.



Ko de RuyterKo de Ruyter
Professor of Interactive Marketing and Professor of International Service Research
Chairman of the Department of Marketing
Maastricht University, The Netherlands

Ko de Ruyter has published six books and numerous scholarly articles in among others the Journal of Marketing, Management Science, Journal of Retailing, Journal of the Academy of Marketing Science, International Journal of Research in Marketing, Decision Sciences, Marketing Letters, Journal of Management Studies, Journal of Business Research, Journal of Economic Psychology, Journal of Service Research, International Journal of Service Industry Management, Information and Management, European Journal of Marketing and Accounting, Organisation and Society. He serves on the editorial boards of various international academic journals, among which, the Journal of Service Research and the International Journal of Service Industry Management. His research interests concern international service management, e-commerce and customer satisfaction and dissatisfaction.



Xiucheng FanXiucheng Fan
Professor of Marketing
Director of the Center for Service Marketing and Management
School of Management
Fudan University, China

Xiucheng Fan is a professor of marketing and the director of the Center for Service Marketing and Management at School of Management, Fudan University. His research interest includes services marketing, relationship marketing, and branding. He is the author of several influential marketing books in China, including Marketing Management (2006), Services Marketing (2008), and Service Management (2006). His works has appeared in Journal of Consumer Research, Journal of Business Research, International Journal of Human Resource Management, Management World, and Journal of Marketing Science. His research has been supported by National Science Foundation of China (NSFC). He has been included in New Century Talent Program of the ministry of education of China, and is a winner of nation-wide Baogang Outstanding Teachers Award. He is a panelist of Management Science Department of NSFC and is the associate editor of Nankai Business Review and Journal of Marketing Science.



Anders GustafssonAnders Gustafsson
Professor of Business Administration
Service Research Center - CTF
Karlstad University

Anders Gustafsson is a professor of business administration in the Service Research Center at Karlstad University, Sweden. Dr. Gustafsson is an author of nine books including: "Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation" (Jossey-Bass, 2003), Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System (Jossey-Bass, 2000), Conjoint Measurement - Methods and Applications (Springer, 2007 4th edition). In addition, Dr. Gustafsson has published over 100 academic articles, book chapters and industry reports. He has published articles in journals such as Journal of Marketing, Journal of Economic Psychology and Journal of Service Research. Dr. Gustafsson is working on issues such as customer orientation, customer satisfaction and loyalty, new service development and innovation, service infusion in manufacturing, and management of customer relationships. Dr. Gustafsson is an experienced lecturer teaches a variety of courses at different universities in Sweden and in different executive education programs nationally and internationally (Europe and Asia). He has also carried out a variety of national and international consulting projects for companies such as Ericsson, Volvo, Telia, and Daimler-Chrysler.



Stefan MichelStefan Michel
Professor of Marketing
IMD, Switzerland

As a Professor of Marketing at IMD (Switzerland), Stefan Michel's major research interests are in marketing strategy, service management and pricing. He has written five books, eight book chapters, and more than twenty newspaper articles on these subjects, as well as many academic articles that have appeared in journals including Harvard Business Review, California Management Review and the Journal of the Academy of Marketing Science. He won the Emerald Literati Award 2009 by the Journal of Service Management, the Best Paper Award at the 10th Research Seminar in Services Management 2008 in La Londe and the Best Paper Award in Marketing Strategy at the AMA Winter Educators' Conference in 2005. Prior to joining IMD, Professor Michel was Associated Professor of Marketing at Thunderbird School of Global Management (USA), where he taught in the MBA and EMBA programs, as well as in customized corporate learning programs for European, Korean and Chinese companies. He introduced various successful teaching innovations and received several awards for excellence in teaching. In addition, he is founder and director of a marketing consultancy that provides services to companies including Credit Suisse, Interbrand Zintzmeyer&Lux, Concordia, Postfinance, and he ran his family's hotel business as chairman of the board. Professor Michel holds an MBA and a DBA from the University of Zurich, both summa cum laude. He received the 1997 Best Dissertation Award, granted by the Swiss Society for Market and Social Research.



Andrea OrdaniniAndrea Ordanini
Associate Professor of Marketing
Associate Director CSSlab
Bocconi University, Italy

Andrea Ordanini is currently an Associate Professor of Marketing at the Bocconi University of Milan, Italy. He is associate director of the Customer & Service Science Lab research center (CSSlab) at the same university. He holds a PhD in Business Administration and he was a visiting professor at the University of California at Irvine in 2003 and 2006. He was the recipient of the IBM academic award for Service Science in 2007 and got the Best Paper award at the AMA Winter Conference in 2009 for his research on service innovation. His research interests span across the main topics of service marketing, with a peculiar attention to service innovation, service co-production, and service creativity.



Lia PatrícioLia Patrício
Assistant Professor
New Service Development and Design, Service Marketing and Management
School of Engineering
University of Porto

Lia Patrício is Assistant Professor at the School of Engineering, of the University of Porto, in the areas of New Service Development and Design, Service Marketing and Management. She is also co-director of the Master in Service Engineering and Management. She holds a PhD in Industrial Management and Engineering, an MBA and a degree in Economics from the University of Porto. Her research focuses on Service Design and Customer Experiences, particularly the design of technology enabled services and complex service systems. She has been involved in research projects for designing new service concepts and enhancing the customer experience in service industries, such as retailing, banking, IT and health care. Her research has been published in Managing Service Quality, Requirements Engineering, and the Journal of Service Research. Her research has also been presented at numerous service conferences, including the SERVSIG International Conference, the QUIS Conference and the Frontiers in Service Conference.



Lijin (Emma) QiuLijin (Emma) Qiu
Assistant Professor of Marketing
Fudan University, China

Prof. Lijin (Emma) Qiu, Ph.D. of Business Administration, currently is the assistant professor of marketing at School of Management, Fudan University, China. At the same time, she is also the Global Faculty, Center of Service Leadership, Arizona State University (US), academic director of FUON Sports Marketing Center, Fudan University and the Courtesy Professor at Warsaw Sports Marketing Center, University of Oregon, US. Prof. Qiu visited Center of Service Leadership, Arizona State University (US), Harvard Business School (US), Warsaw Sports Marketing Center, University of Oregon (US) and SDA, Bocconi University (Italy) as a visiting scholar. Her research areas are Service Marketing, Chinese Consumer Behavior Analysis, Sports Marketing, Luxury Brand Management, and so on.



Javier ReynosoJavier Reynoso
Professor and Chair
Service Management Research
EGADE Business School
The Monterrey Institute of Technology

Javier Reynoso obtained a Ph.D. degree in Service Management at Manchester Business School, University of Manchester, England. He is Professor and Chair of Service Management research at EGADE Business School of Monterrey Institute of Technology (ITESM) in Monterrey, Mexico. During 2000-2011 Professor Reynoso designed and coordinated the Service Management graduate and undergraduate Certificates at EGADE Business School and Monterrey Institute of Technology. Both pioneer academic programs in Latin America in this field. He is a leading researcher in Service Management in Latin America. He has presented papers in major international service conferences in fifteen different countries in North America, Europe, Asia and Oceania. He is member of the international editorial board of the Journal of Service Research and the Journal of Service Management. His contributions to Service Management have been published in books and journals in the United States, Sweden, Belgium, Great Britain, Germany, Australia and China. Professor Reynoso is also an active international scholar and consultant. He has participated as visiting professor in Service Management at universities in the US, Sweden, Finland, England, Spain, Italy, Costa Rica, Bolivia, Chile, Peru, New Zealand, Australia, China and Japan. He has 17 years of experience in conducting consultancy projects and executive seminars for organizations in a variety of service industries in Latin America, including the public sector. In three occasions, 1999, 2005 and 2013, he has received the ITESM's Teaching and Research Faculty Award for his contributions in the service sector. He was listed in the Top 15 MBA Professors in Latin America, by Revista America Economia in 2012. He was awarded membership level 2 of the National Research System, by the National Council of Science and Technology (CONACyT), for his contributions to the scientific development of Service Management in Mexico. Recently, he received the Romulo Garza Research Award 2012 at Monterrey Tech, as co-author of “Administración de Servicios”, the first text book in Spanish on Service Management used in 20 countries.



Steve TaxSteve Tax
Winspear Scholar
Professor of Marketing and Service Management
University of Victoria, Canada

Dr. Tax's research interests focus on interdisciplinary issues in services management, notably service recovery, service design, customer performance and service networks. This work has produced a host of articles appearing in such journals as the Journal of Marketing Research, the Journal of Marketing, Sloan Management Review, the Journal of Retailing, the Journal of Operations Management and the Journal of Consumer Psychology. His co-authored article, "Customer Evaluation of Service Complaint Experiences: Implications for Relationship Marketing" won the AMA Award for best services marketing article published in 1998. The article, "Recovering and Learning from Service Failure," was awarded the Richard Beckhard Prize in 2000 for the outstanding article published in Sloan Management Review in the field of planned change and organizational development. He is a past editorial board member of the Journal of Marketing and currently serves on the board of the Journal of the Academy of Marketing Science and the Journal of Service Management.



David TseDavid Tse
Chair Professor of International Marketing
Director of the Chinese Management Centre
School of Business
University of Hong Kong, China

David K. Tse is the Chair Professor of International Marketing at the Business School of the University of Hong Kong. His research interests include international marketing, marketing in China and service marketing. He published 18 papers in JM, JMR, JCR, and JIBS plus another 27 in other journals such as JA, JBR & JIM. His work has been cited 1200 times in SSCI and 2,500 times in He is an academic trustee for Marketing Science Institute; a fellow of Center for Service Leadership in Arizona State University and a fellow of William Davidson Institute at the University of Michigan. Professor Tse sat on a number of research funding panels in China and Hong Kong. Professor Tse spoke at international conferences including World Knowledge Forum, World Marketing Conference and AMCHAM talks. He conducts executive programs/talks for BMW, British Petroleum, Ernst & Young Partner Series, DHL,, Jusco.



Tuure TuunanenTuure Tuunanen
Full Professor of Information Systems
Department of Information Processing Science
University of Jyväskylä, Finland

Tuunanen, T. is a professor in the Department of Computer Science and Information Systems at the University of Jyväskylä. He is also a global faculty fellow of the Center for Service Leadership at Arizona State University. He holds a DSc (Econ) from the Helsinki School of Economics. His research has been in the cross-sections of information systems, software engineering, and marketing science and is interested in multi-disciplinary research in the area of service innovation. His current research interests lie in the areas of information systems development methods and processes, service engineering, and IT enabled services. Dr. Tuunanen’s research has been published, e.g., at J. of Management Information Systems, J. of Association for Information Systems and J. of Service Research. He is the editor-in-chief of Journal of Information Technology Theory and Application (JITTA) and an editorial board member at Journal of Service Research. More about his research can be found at



Wolfgang UlagaWolfgang Ulaga
Electricité de France (EDF) Chair of Business -to- Business Marketing
Associate Professor of Marketing
HEC School of Management

Wolfgang ULAGA is Associate Professor and Electricité de France (EDF) Chair of Business Marketing at HEC School of Management. He holds a doctoral degree in marketing from the University of Paris 1, Pantheon-Sorbonne. At HEC, Dr. Ulaga teaches business-to-business marketing and marketing management at all levels (Master, Full-Time & Executive MBA's, Corporate Education programs). He received HEC's Best Teacher of the Year Award 2009 sponsored by BNPParibas. In addition, Dr. Ulaga designs and delivers customized executive programs to companies in diverse markets such as aerospace, cables, chemicals, energy, industrial and medical gases, material handling, medical equipment, and telecommunications, among others. Dr. Ulaga's research interests are in the areas of business-to-business marketing, services marketing, and marketing in the energy industry. His recent research focused on customer value management in industrial markets (understanding, creating & delivering value for customers). Dr. Ulaga's current research focuses on how B2B firms manage the transition from 'product' to 'service' in business markets. More specifically, he investigates how manufacturers can sell services more profitably and become solution providers in industrial markets. Several ongoing research projects are particularly directed towards the energy industry. Dr. Ulaga's research has been published in leading academic and practitioner journals such as the Journal of Marketing and Harvard Business Review, among others.



Jenny van DoornJenny van Doorn
Associate Professor of Marketing
Faculty of Business and Economics
University of Groningen, The Netherlands

Jenny van Doorn is Associate Professor of Marketing at the Faculty of Business and Economics at the University of Groningen, the Netherlands. In 2004, she completed her PhD on the dynamics of relationship satisfaction in industrial relationships at the University of Muenster, Germany. Jenny's research interests are customer satisfaction and customer retention, business-to-business-marketing and purchase behavior with respect to sustainable products. Her work has appeared in Journal of Marketing, International Journal of Research in Marketing, Journal of Service Research, Journal of Advertising Research and Journal of Consumer Policy. She has worked with several companies in Germany and the Netherlands on projects generating both scientific and practical insights and is also a researcher for the Customer Insights Center (CIC) at the University of Groningen.



Peter VerhoefPeter Verhoef
Director of Customer Insight Center
Professor of Marketing
University of Groningen, The Netherlands

Peter C. Verhoef (1972) is Professor of Marketing at the Department of Marketing, Faculty of Economics and Business, University of Groningen, The Netherlands. He obtained his Ph.D. in 2001 at the School of Economics, Erasmus University Rotterdam, The Netherlands. His research interests concern customer management, customer loyalty, multi-channel issues, category management, and buying behavior of organic products. He has extensively published on these topics. His publications have appeared in journals, such as Journal of Marketing, Journal of Marketing Research, Marketing Science, International Journal of Research in Marketing, Marketing Letters, Journal of Consumer Psychology, Journal of the Academy of Marketing Science, and Journal of Retailing. His work has been awarded with the Donald R. Lehmann award for the best dissertation based article in the Journal of Marketing and Journal of Marketing Research in 2003. He is currently an editorial board member of the Journal of Marketing, Marketing Science, Journal of Retailing, Journal of Service Research, Journal of Interactive Marketing, and the International Commerce Review. He functions as an area editor for the International Journal of Research in Marketing. He has extensive teaching experience for undergraduate, graduate and Ph.D. students. He is also involved in executive teaching on customer management and is the director and founder of the Customer Insights Center, University of Groningen. Since 2009 he is department chair of the marketing department.



Florian von WangenheimFlorian von Wangenheim
Professor of Services and Technology Marketing
Technische Universität München, Germany

Dr. Florian von Wangenheim is Professor of Services and Technology Marketing at the Technische Universität München, Germany. Before joining the TU München in 2006, he was a junior professor of services management at the University of Dortmund, Germany, and a visiting professor of marketing and services at the University of Passau, Germany. His doctoral degree is from the University of Mainz, Germany (2002). The results of his research appear in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of International Business Studies, MSI Research Report Series, Journal of Service Research, among others. For his work, he received the best service paper in 2007 award from the American Marketing Association, and various research awards from organizations such as the Academy of Management (AoM), the German Federal Ministry of Higher Education (BMBF), the Academy of Marketing Science (AMS), the German Marketing Association (DMV), and the German Association of Business Professors (VHB). Most of his research projects are conducted with industry partners, including, among others, SAP, HP, T-Online, Deutsche Bank, Deutsche Lufthansa, Siemens, BMW, as well as many small and medium-sized firms. His main areas of reseach are Customer Management, Management of Technology-Intensive Services, Solution Marketing, Online Marketing.



Lars WitellLars Witell
Professor of Marketing
Linköping University

Lars Witell is a Professor of Marketing at Linköping University, Sweden and holds a position as Professor of Service Management at the CTF-Service Research Center at Karlstad University in Sweden. In 2002, he obtained a Ph.D. in Engineering from Linköping University and shortly after that he joined the CTF-Service Research Center at Karlstad University. Lars is a guest Professor at Chalmers University of Technology, Gothenburg, Sweden and has previously been a visiting scholar at University of Michigan. His research interests concern new service development, service innovation, customer co-creation, service infusion in manufacturing firms and healthcare services. He has published about 40 papers in scholarly journals such as Journal of Service Research, Journal of Service Management, Journal of Business Research and Industrial Marketing Management, as well as in the popular press, such as The Wall Street Journal. Lars has received several awards for his research from the Journal of Service Management and Quality and International Research Symposium on Service Excellence in Management (QUIS conferences). Lars is responsible for an 8-year research program on Service Innovation for Sustainable Business and most of his research is conducted with industry partners such as Volvo, Ericsson, Tetra Pak, SKF and IKEA.



Nancy WünderlichNancy Wünderlich
Professor of Service Management
University of Paderborn

Nancy V. Wünderlich is a professor of service management at the University of Paderborn, Germany. In 2009, she received her doctoral degree from Technische Universität München, Germany. During her doctoral studies she was a visiting PhD scholar at the CSL. Her dissertation on the acceptance of remote services received international awards from associations such as the American Marketing Association, the Academy of Marketing Science, and the Society of Marketing Advances. Nancy investigates the interplay of technology and services and how customers adopt new service innovations. She also studies success factors of strategic partnerships and customer loyalty programs. Her research has been published in the Journal of Service Research and the Journal of Retailing. Prior to earning her doctoral degree, Nancy worked as a marketing manager in high-tech companies and in the media/entertainment industry. She conducts most of her research projects together with business partners from engineering, retail and aviation.



Bennett YimBennett Yim
Associate Dean (Undergraduate Programs)
BBA Programs Director, and Associate Director of the Chinese Management Centre
University of Hong Kong, China