Center for Services Leadership - Global Research Faculty
Global Research Faculty
Professor of Marketing
Monash University, Australia
Dr. Tracey Danaher (previously Dagger) is a Professor in the Department of Marketing at Monash University. Tracey has published in the Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Journal of Advertising Research, European Journal of Marketing, International Journal of Forecasting, Journal of Services Marketing, Managing Service Quality and Journal of Consumer Marketing, among others. Her research interests are focused in the area of media planning and services marketing including advertising effectiveness, service quality and satisfaction, relationship marketing, customer value co-creation, and servicescape research. She has a particular interest in health care marketing. Tracey serves on the Editorial Board of the Journal of Service Research and has successfully won several large National grants. Currently, Tracey is the Academic Director of the Australian Centre for Retail Studies at Monash University.
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.
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.
Professor of Business Administration
Service Research Center - CTF
Anders Gustafsson is a Professor of Business Administration at the Service Research Center (www.ctf.kau.se) at Karlstad University, Sweden. Dr Gustafsson also holds a part-time position as a Professor at BI Norwegian Business School, Norway. He is conducting research on customer satisfaction and loyalty, service innovation, service infusion in manufacturing and management of customer relationships. Dr Gustafsson has published more than 150 academic articles, book chapters and industry reports. He has published articles in journals such as Journal of Marketing, Journal of Service Research, Journal of Economic Psychology, Psychology & Marketing, Journal of Business Research and Industrial Marketing Management. He is an area editor for Journal of Business Research and an associate editor for Journal of Service Research. He is currently working together with retailers, grocery stores and sport stores.
Professor of Marketing
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.
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.
Department of Industrial Engineering and Management
School of Engineering
University of Porto, Portugal
Lia Patrício, PhD in Industrial Engineering and Management from the University of Porto, is Assistant Professor at the School of Engineering and the Director of the Master in Service Engineering and Management at the University of Porto. Her research focuses on Service Design and Customer Experience, particularly the design of technology enabled services and complex service systems, value networks and ecosystems. She is the coordinator of the Marie Curie Innovative Training Network in Service Design for Innovation. She has been involved in research projects in several service industries, such as retailing, banking, IT and health care. Her research has been published in Journal of Service Research, Journal of Service Management, Requirements Engineering, Engineering Design, among others. She has received the Best Paper Award at QUIS 13 for her research on value co-creation in complex services with many actors. She serves at the editorial board of the Journal of Service Research, Journal of Business Research and Service Science Journal.
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 General Secretary of Center of Service Marketing and Management (CSMM) of Fudan University, the Global Faculty, Center of Service Leadership, Arizona State University (US), International Faculty Fellow of MIT (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), MIT (US), Warsaw Sports Marketing Center, University of Oregon (US) and SDA, Bocconi University (Italy) as a visiting scholar. Her research areas are Servitization in Manufacturing, Customer value co-creation, Transformative Service, Customer Behavior Analysis in the Emerging Markets, and so on.
Dr. Qiu is serving on the Advisory Board of Atlas Copco, OFA.
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.
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.
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 Googlescholar.com. 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, Monitor.com, Jusco.
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 http://www.tuunanen.fi
Professor of Marketing and Strategy
Wolfgang Ulaga is Professor of B2B Marketing and Strategy at IMD. His research focuses on value-based differentiation and pricing in industrial markets (understanding, creating & delivering value for customers). He works with B2B firms focuses on managing the transition from product-centric to service-led business models in industrial markets and how manufacturers can sell services more profitably to become service and solution providers in industrial markets. Dr. Ulaga's recent research has focused on understanding the success factors of service-growth strategies, managing the change from a product-centric to a service-savvy sales force, designing B2B service portfolios, pricing of industrial services, and developing new service business models in emerging markets (India)
Prior to joining IMD, Professor Ulaga was on the faculties at HEC School of Management (Paris), ESCP-EAP (Paris), EDHEC (Lille), and the University of Notre Dame (Indiana). Before starting his career in academia, he worked in Frankfurt and Paris as a consultant for DML & Associés, an international management consulting firm
Professor Ulaga won the American Marketing Association (AMA) Winter Educator's Conference Overall Best Paper Award in 2011. Over the past 20 years, he has consulted with companies in diverse industries and designed and delivered customized executive programs to international corporations in a broad variety of markets such as aerospace, agricultural and construction equipment, cables, chemicals, energy, industrial gases, material handling, medical equipment, and telecommunications
Professor Ulaga's research has been published in leading academic and managerial publications including Harvard Business Review, Journal of Marketing, Journal of the Academy of Marketing Science (JAMS); Journal of Service Research, Journal of Business Research, European Journal of Marketing, Journal of Services Marketing, Industrial Marketing Management, Journal of Business and Industrial Marketing, and Journal of Business-to-Business Marketing, among others
He has written a number of Cases at IMD on service-based strategies for B2B firms, such as GE Healthcare India, Michelin Fleet Solutions and Châteauform. He also writes in the business press, having published articles in The Financial Times and Les Echos. Professor Ulaga co-authored a book on Service Business Models for Industrial Firms published at Eyrolles – Editions d'Organisation, Paris, France
Professor Ulaga is a member of the Editorial Boards of Industrial Marketing Management, Journal of Personal Selling & Sales Management, Journal of Business Market Management, and Qualitative Market Research: An International Journal. In addition, he is a member of the European Marketing Academy (EMAC) and the American Marketing Association
He holds a PhD from the University of Paris 1, Pantheon-Sorbonne and defended his Habilitation Thesis (HDR) at the University of Paris Dauphine. In addition, he is a Research Faculty at the Center for Service Leadership, Arizona State University.
Associate Professor of Marketing
Department of Marketing
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.
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.
Professor of Technology Marketing
Florian von Wangenheim is Professor of Technology Marketing, Department of Management, Technology, and Economics, ETH Zürich. Before joining ETHZ in 2013, he was a Professor of Service and Technology Marketing at the TUM Business School, Technische Universität München, 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, Hilti, SAP, HP, Ebay, Deutsche Bank, Deutsche Lufthansa, 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 and Online Marketing.
Professor of Marketing
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.
Professor and Chair of
University of Paderborn, Germany
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.
Professor of Marketing
Chinese Management Centre
The University of Hong Kong, China
Chi Kin (Bennett) Yim is Professor of Marketing and Associate Director, Chinese Management Centre at the School of Business, Faculty of Business and Economics, The University of Hong Kong. He received his Ph.D. in Management from the Krannert Graduate School of Management, Purdue University. His areas of marketing expertise and interest include services marketing, China marketing, and brand choice and purchase behavior modeling. His articles have appeared in Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of International Business Studies, Journal of Retailing, International Journal of Research in Marketing, Journal of World Business, Journal of International Marketing, and Journal of Business Research. In his current research, he is exploring service fairness and envy, service-sales ambidexterity, crowding and service evaluations, customer-staff relationship, and coalignment of service strategy.