Center for Services Leadership - Research Faculty

Research Faculty


Laurel Anderson
Laurel Anderson
Associate Professor of Marketing
W. P. Carey School of Business
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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.


Seigyoung Auh
Seigyoung Auh
Associate Professor of Global Marketing
Thunderbird at Arizona State University
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Ph.D. Ross School of Business, University of Michigan
MBA: Ross School of Business, University of Michigan
BBA: Yonsei University (South Korea)

Seigyoung ‘s research interests are in the areas of frontline employee’s customer orientation diversity, fit in climate and its impact on frontline employee attitude and performance, service innovation, service leadership, knowledge sharing/transfer in sales teams, sales team learning and conflict.

His work has been published in journals such as Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Consumer Psychology, Sloan Management Review, International Journal of Research in Marketing, Marketing Letters, Journal of Personal Selling & Sales Management, Industrial Marketing Management, and Journal of Business Research, among others. Seigyoung has worked as a marketing scientist before entering academia and has taught in Australia, Canada, and Korea, before joining Thunderbird. He is also the recipient of the Best Reviewer Award for Journal of Service Research in 2013.

Seigyoung has executive education experience with leading global firms such as Samsung Electronics Company and Hyundai Motors. He also served as the co-director for the CEO franchise program in Korea before joining Thunderbird.

He is currently the Associate Editor at Journal of International Marketing and European Journal of Marketing. He is also on the editorial boards of several journals including Journal of Service Research, International Journal of Advertising, Journal of Business Research, Industrial Marketing Management among others.


Mary Jo Bitner
Mary Jo Bitner
Edward M. Carson Chair in Service Marketing
Professor and Co-Executive Director
Center for Services Leadership
W. P. Carey School of Business
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MARY JO BITNER is the Co-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 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 a premier university-based center for the study of services marketing and management. She also serves currently on the Board of the American Marketing Association (AMA) and is the Editor in Chief of the Journal of Service Research.

Dr. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 6th edition, 2013. The book is used at the undergraduate and graduate levels at universities around the world, 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. Alumni of this ongoing program 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 and received the inaugural ISSIP Fellow Award for Lifetime Achievement in Service Science, from the International Society for Service Innovation Professionals in 2013. 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 taught for many years in ASU’s 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 shaping customer experiences in service contexts. She has published articles relevant to service marketing and management in the Journal of Marketing, Journal of Service Research, Journal of Marketing Research, Sloan Management Review, Journal of Business Research, Journal of Retailing, Journal of Service Management, Journal of the Academy of Marketing Science, and others. She holds a BA in Political Science and MBA and PhD degrees in Marketing, all from the University of Washington, Seattle.


Ruth Bolton
Ruth Bolton
Professor of Marketing
W. P. Carey School of Business
Arizona State University
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Ruth N. Bolton is Professor of Marketing at Arizona State University. She previously served as 2009-11 Executive Director of the Marketing Science Institute (www.msi.org). Dr. Bolton’s research considers how organizations can improve business performance over time by creating, maintaining and enhancing relationships with customers. She is currently studying multi-channel retailing strategies and tactics in global 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 focus on how to grow high technology, interactive services sold in global business-to-business markets. She has also investigated how organizations' service and pricing strategies influence consumer 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, the Board of Directors of the Sheth Foundation 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 Bone
Sterling Bone
Associate Professor of Marketing
Jon M. Huntsman School of Business
Utah State University
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Sterling A. Bone is an Associate Professor of Marketing at the Jon M. Huntsman School of Business and serves on the Arizona State University Center for Services Leadership research faculty network. He received his B.A. (2000) and M.B.A. (2001) from Utah State University where he also served on the President’s Leadership Council (1994-1995, 1997-2000). He received his Ph.D. from Oklahoma State University in 2006.

His research focuses on transformative service research, customer engagement, and service innovation. Current projects include work that investigates perceived and actual marketplace discrimination; holistic feedback management systems, and the timing of service innovation deployment. His research has appeared in the Journal of Marketing Research, Journal of Consumer Research, Journal of Service Research, Journal of Public Policy & Marketing, Psychology & Marketing, and other notable journals. He currently serves on the editorial review board of the Journal of Service Research, Journal of Public Policy & Marketing and the Journal of Business Research.

He has received many awards for his teaching including the Teacher of the Year in the Management Department (USU), Undergraduate Research Mentor (USU), Outstanding Teacher in the Business Management Department (BYU), finalist for the Merrill J. Bateman Student Choice Award (BYU), nominee for the Brigham Award (BYU) and the Outstanding Graduate Student Instructor (OSU).

Prior to his academic career, Sterling worked as a service and sales professional in residential and commercial real estate. In his free time, Sterling enjoys long-distance running, fly-fishing, farming, and traveling with his wife and three sons. He can be reached at sterling.bone@usu.edu.


Mike Brady
Michael Brady
Professor and Chair
Department of Marketing
Florida State University
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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 Service Research, Journal of Consumer Research, Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, and many other outlets.  His research articles have been cited over 11,000 times to date and his 2001 article in the Journal of Marketing was ranked the fifth most influential article for future research in services marketing.  Mike’s work has been covered in the popular press, such as MSNBC, U.S. News, the Chicago Tribune, and Tampa Bay Times.  He has won numerous research, teaching and service awards, including an outstanding reviewer award from the Journal of Service Research. Mike is an Associate Editor for the Journal of Service Research and Journal of the Academy of Marketing Science


Tom Choi
Thomas Choi
Professor of Supply Chain Management
W. P. Carey Chair of Supply Chain Management
Arizona State University
Director, Center for Supply Networks (CaSN)
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Tom received his Ph.D. from the University of Michigan and his A.B. from University of California, Berkeley. He is Professor of Supply Chain Management and Harold E. Fearon Chair of Purchasing Management at W. P. Carey School of Business, Arizona State University. He is also Executive Director of CAPS Research and Director of Center for Supply Networks (CaSN).

His research focuses on the upstream side of supply chain management including services outsourcing. His research areas are: supply networks as a complex adaptive system, social network analysis of supply networks, service outsourcing triads, non-linear buyer-supplier relationships, supply base management, supplier-supplier relationships, supply chain disintermediation, structural embeddedness in supply networks, and multi-tier supply chain management.

Tom’s recent industry projects have been in cloud-based services outsourcing, nexus supplier index, and supply chain financing through CAPS Research.


Cheryl Burke Jarvis
Cheryl Burke Jarvis
Associate Dean and Professor of Marketing
College of Business
Southern Illinois University
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Dr. Cheryl Burke Jarvis is a Professor of Marketing and Associate Dean of the College of Business at Southern Illinois University, and a Research Faculty fellow of the Center for Services Leadership at Arizona State University. She joined the SIU faculty in 2009.  She served as Chair of the SIU Department of Marketing from 2012 to 2014, and she became Associate Dean in 2014.

Dr. Jarvis holds 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 having more than 10 years professional experience in advertising, public relations, publishing, and marketing management. She previously served on the faculties of the Kelley School of Business at Indiana University and the W.P. Carey School of Business at Arizona State University.

Dr. Jarvis teaches both undergraduate and graduate students, in both residential and online programs, in courses including services marketing, marketing research methods, advertising management, and promotions management. She has chaired or served on 21 doctoral dissertation committees as well as mentoring numerous undergraduate research theses.

Dr. Jarvis is a highly cited, internationally recognized marketing academic researcher. Her work has been published in top academic journals including the Journal of Marketing, Journal of Consumer Research, Journal of Applied Psychology, MIS Quarterly, Journal of the Academy of Marketing Science, and the International Journal of Research in Marketing, among others. One of her published studies is the 7th most cited article of all time in the Journal of Consumer Research, with more than 3,200 citations to date (per GoogleScholar). She was ranked the fourth most cited U.S. scholar and seventh worldwide for consumer behavior research by the Journal of Marketing Education in 2014. She was named “Researcher of the Year” in the SIU College of Business in 2012.  Her research interests focus on improving our understanding of customer relationships and relationship failure and recovery, the interaction of frontline employees and customers in the coproduction and delivery of services, and improving analytical methodologies used in marketing research.

She is an Associate Editor of the Journal of Service Research, and was named “2012 Reviewer of the Year” for that journal. She has served on the Editorial Boards for both the Journal of Service Research and the Journal for the Academy of Marketing Science.


Haluk Demirkan
Haluk Demirkan
Professor of Service Innovation and Business Analytics, and the Founder of Center for Information Based Management
The Milgard School of Business
University of Washington-Tacoma
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Dr. Haluk Demirkan is a Professor of Service Innovation and Business Analytics, and the Founder of Center for Information Based Management at the Milgard School of Business, University of Washington (UW) - Tacoma. His achievements brought him an ongoing international leadership and reputation in strategic service innovation, intelligent analytics & digital transformation. His recent projects include mobile-enabled location based analytics (w. Intel), cognitive assistants (w. IBM), IoT cyber security (w. Cisco) and digital media, advertising & analytics (w. Hurriyet); and others. Prior to UW, Prior, he was a Professor of Information Systems (affiliated with Supply Chain Management & Marketing), a Research Professor for the Center for Advancing Business through Information Technology, and a co-founder of MS in Business Analytics, and Evening & Online Management of Information Systems at W.P. Carey School of Business, Arizona State University.

He received a Ph.D. in Information Systems and Operations Management (dual concentration); Post Master of Eng. and Master of Eng. in Industrial and Systems Eng. from the University of Florida, and Bachelor of Science in Mechanical Eng. from Istanbul Technical University. He also holds a PMP Cert. from the Project Management Institute.

He has almost 20 years of professional work and executive education experiences on maximizing the return on the companies’ resources by effectively implementing service innovation; analytics strategy, implementation & scaling; digital-transformation; service-oriented technology management; complex data modeling & integration; human-centered smart service systems; federated cloud & fog computing for 40+ Fortune 500 companies such as Intel, IBM, Cisco, HP, DELL, Teradata, American Express, Bank of America, Premier Healthcare, Abbott, Mayo Clinic, National Industries for the Blind, Procter & Gamble, Lending Tree, Lowes, Darden Restaurants, CVS (Eckerd) Pharmacy, MicroStrategy, DOW Chemical, Hurriyet, Migros (TR) etc. Industry positions he held include fellow/technical principle & senior consultant for MicroStrategy, and process engineer and project manager for AT&T Universal Cards/Bell Labs and Citibank’s enterprise data warehouse and business intelligence groups.

He has almost 20 years of higher education cross-disciplinary teaching (e.g. IS, SCM, OM, MKT, ACCT, MGMT, Industrial Eng. and mentorship experiences at the executive, graduate and undergraduate levels at national and international universities. At ASU, he was also a coordinator for Business Transformation through Information Technology (capstone IS innovation project course for the MS Information Mng.) & Value Added Services-Strategic Projects (capstone strategic consulting / innovation project course for the MBA Strategic Marketing, Services Leadership).

His main research and teaching interests are on management of service systems & innovation (e.g. service, process, digital & business models); analytics (e.g. business-, social-, cloud-, mobile-, video-, & stream-intelligence & analytics, big data); service-oriented smart ecosystem (e.g. SOA, SOI & cloud computing). His research productivity & quality resulted with 150+ publications (e.g. HBR, JMIS, JAIS, JSR, IEEE SMC, EJOR, ECRA, DSS, CACM, IJEC, DS), 3 research books, 2000+ citations in Google Scholar, $230k+ funding & collaborations with organizations like Intel, American Express, MicroStrategy, IBM. In 2012, with IBM, Cisco, HP & Virginia Tech he co-found (& the elected Board of Director) the International Society of Service Innovation Professionals.

He received various awards and honors (e.g. In 2014, ranked 5th in Top-100 World-wide Researchers according to the Association for Information Systems sanctioned World-wide Research Rankings, IBM Research Faculty, IEEE Computer Society, Journal of Service Research, Decision Sciences Journal of Innovative Education, PMI). He is also a Research Faculty at the Center for Services Leadership at W.P. Carey School of Business, Arizona State University.

As a special recognition of his reputation, he has been invited to play leading service roles (e.g. track chair for the Analytics, Mobile and Service Science Track at HICSS Conference; advisory board member for Teradata University Network, Service Research and Innovation Institute, the Global Text Project, INFORMS Service Science).

He is also a Co-founder & Editor of an Applied Book Collection “Service Systems and Innovations in Business & Society”, Business Expert Press. He is a member of the Institute for Operations Research and Management Science (INFORMS), Association for Information Systems (AIS), Project Management Institute (PMI) and Decision Sciences Institute (DSI).


Kate Eaton
Kate Eaton
Clinical Assistant Professor
W. P. Carey School of Business
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Kathryn Karnos Eaton (Kate) is a Clinical Assistant Professor at Arizona State University. She graduated with a Ph.D. in Business Administration, Marketing in the W.P. Carey School of Business in 2012. She also received undergraduate degrees in Finance and Management, with an International Business Certificate, from the W.P. Carey School of Business. Kate's research interests include healthcare innovation, product and service design, and transformative services research. Before returning to teaching, Kate served as Principal Strategist for Obesity Solutions under a joint appointment with Arizona State University and Mayo Clinic. In this role she studied the efficacy of health messaging, education, and interventions.


Joy Field
Joy Field
Associate Professor of Operations Management
Carroll School of Management
Boston College
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Joy M. Field is an Associate Professor of Operations Management in the Carroll School of Management at Boston College. She received an MBA, MS in statistics, and PhD in operations management from the University of Minnesota. Dr. Field is a member of the Center for Services Leadership (CSL) Faculty Network as a CSL Research Faculty and immediate past-president of the Production and Operations Management Society’s College of Service Operations. Her research interests include service operations design, quality management, and operations strategy. Dr. Field’s recent research focuses on designing and managing service processes for improved efficiency and effectiveness, with an emphasis on the role of the customer co-producer supported by technology-enabled innovations. She has published her work in a number of leading academic journals, including Academy of Management Journal, Decisions Sciences, International Journal of Production and Operations Management, Journal of Operations Management, Manufacturing & Service Operations Management, Production and Operations Management, Service Science, and Strategic Management Journal. Dr. Field is the author of the book, “Designing Service Processes to Unlock Value,” published by Business Expert Press, which explores how service processes can be designed to leverage opportunities for service providers and customers to co-create value by unlocking the capabilities of both service providers and their customers. She is an associate editor for Journal of Service Research, Decision Sciences Journal, and Journal of Operations Management and serves on the editorial boards of Production and Operations Management, International Journal of Production and Operations Management, and Quality Management Journal. Dr. Field teaches courses at both the undergraduate and graduate levels, including operations management, service operations, operations strategy, quality management, international management experience, and statistics. In addition to research and teaching, she works with firms in a number of industries on process improvement initiatives. Prior to her career in academia, she was an industrial engineer and financial analyst for Unisys.


Paul Fombelle
Paul Fombelle
Assistant Professor of Marketing
Northeastern University
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Paul W. Fombelle is an Assistant Professor of Marketing.  He received his Ph.D. from the W.P. Carey School of Business, Arizona State University.  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.  His research has appeared in the Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Interactive Marketing, and Journal of Business Research.  He currently serves on the editorial review board of the Journal of Business Research.  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.


john
John Fowler
Chair and Professor, Supply Chain Management
W. P. Carey School of Business
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John Fowler

John W. Fowler is the Motorola Professor and Chair of the Supply Chain Management department at ASU. He is also a Professor of Industrial Engineering (IE) and was previously the program chair for IE at ASU. Professor Fowler’s research interests include discrete event simulation, deterministic scheduling, and multi-criteria decision making. He has published over 100 journal articles and over 100 conference papers. He was the Program Chair for the 2002 and 2008 Industrial Engineering Research Conferences and the 2008 Winter Simulation Conference (WSC).

He is currently serving as Editor-in-Chief for a new Institute of Industrial Engineers’ journal focused on health care delivery systems entitled IIE Transactions on Healthcare Systems Engineering. He is also an Editor of the Journal of Simulation. He is a Fellow of the Institute of Industrial Engineers (IIE) and currently serves as the IIE Vice President for Continuing Education, is a former INFORMS Vice President, and is an SCS representative on the Winter Simulation Conference Board of Directors.

He has taught short courses on the relationship between capacity and cycle time to leading semiconductor companies in the US, Europe, and Asia.


Andrew Gallan
Andrew Gallan
Assistant Professor
Department of Marketing
Kellstadt Graduate College of Business
DePaul University
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Andrew S. Gallan (PhD, Arizona State University) is an assistant professor of marketing at the Kellstadt Graduate School of Business, DePaul University in Chicago, IL. His research interests are in the areas of innovation, design, and customer participation in services, all with an eye to effects on service quality, patient experience, and the transformative potential of services. His research, conducted primarily in healthcare settings, leverages his professional experience, which includes pharmaceutical sales management and marketing as well as advisory roles with not-for-profit healthcare groups. His research has appeared in the Journal of the Academy of Marketing Science and California Management Review, among others. Andrew has worked with organizations including AMITA Health, Advocate Home Health, University of Chicago Medical Center, and Mayo Clinic Arizona. He is co-editor, with Tracey Danaher, of a forthcoming Health Services special section in Journal of Service Research (expected November 2016).


Gabriel Gonzalez
Gabriel Gonzalez
Assistant Professor of Marketing
San Diego State University
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Gabriel Gonzalez, Ph.D., is Assistant Professor of Marketing at San Diego State University. His areas of research and expertise include the management of customer relationships, sales force management strategies, effective service infusion approaches for product manufacturing firms, and the effects of interpersonal networks among buying and selling firms on financial and relationship performance. 
Dr. Gonzalez has extensive teaching experience in a wide range of MBA programs. He has received numerous department and college-wide teaching awards at the MBA and undergraduate levels. In addition he has designed and delivered highly impactful corporate learning programs for firms such as Honeywell, and has consulted with a wide range of world class global enterprises such as IBM, Yellow Corporation, Insight, and Direct Alliance Corporation.
Dr. Gonzalez has published extensively and his research has appeared in leading journals such as the Journal of Marketing (forthcoming), Industrial Marketing Management (forthcoming), Journal of Personal Selling and Sales Management, the Journal of Services Marketing, the Journal of Advertising Research, the Journal of Marketing Education, among others. His research has received numerous awards, such as the James M. Comer Award for the article making the best contribution to selling and sales management theory in the Journal of Personal Selling and Sales Management. Dr. Gonzalez holds a Ph.D. from the WP Carey School of Business at Arizona State University, a MBA from the Peter F. Drucker and Masatoshi Ito Graduate School of Business, and a BS in Business Administration from California State Polytechnic University, Pomona.


Michael Goul
Michael Goul
Department of Information Systems Chair and Professor
Information Systems
W. P. Carey School of Business
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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.


Nancy Gray
Nancy Gray
Clinical Assistant Professor
W. P. Carey School of Business
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Nancy is an energetic, exceptionally experienced professional whose verifiable results demonstrate ingenuity in delivering strategic brand, marketing communication, and design initiatives. Her work has built visibility, recognition, and positive market presence for diverse organizations across multiple industries and services – from pharmaceutical and biotechnology to banking and consumer products.

Working for large multi-national organizations for a decade then establishing GrayMatter in 1996 has provided Nancy perspective into what is necessary to succeed in both established and entrepreneurial environments. This broad professional background complements her academic work within Arizona State University’s W.P. Carey School of Business. It is a great joy for Nancy to practice what Albert Einstein described as the supreme art of the teacher – awakening joy in creative expression and knowledge. Nancy has worked with the Center for Services Leadership in designing their Executive Education program and currently leads the Department of Marketing’s Integrated Brand and Marketing Communication offerings. Other courses Nancy has developed and taught include Applied Design Research, Design Thinking, Design History, and Consumer Behavior.

Nancy Gray earned her PhD in Design, Environment, and the Arts and her Master of Science in Design Degree (Industrial Design) from Arizona State University and her Bachelor of Arts Degree from Valparaiso University. Her primary research centers on exploring how creative design endeavors by both volitional (non-professional) and vocational designers contribute to firm performance, cultural vibrancy, and individual well-being. Her managerial and practice implications offer specific suggestions for building and nurturing people in their design endeavors, how this benefits the firm, and the thresholds for engagement. Other ongoing research offers firms a means for understanding which tangible and intangible elements combine to form a bond between a brand and their customer. This knowledge creates pathways to both strengthening existing brands, and building new ones.


Dwayne Gremler
Dwayne Gremler
Professor of Marketing
College of Business Administration
Bowling Green State University
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Dr. Gremler is a Professor of Marketing in the College of Business at Bowling Green State University in Ohio.  Throughout his academic career, Dr. Gremler has been a passionate advocate for the research and instruction of service marketing issues. He has served as Chair of the American Marketing Association's Services Marketing Special Interest Group (SERVSIG) and has helped to organize service 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 service marketing issues in more than a dozen countries.  He has published over 40 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. Seven of Dr. Gremler’s articles have won awards, including the Best Service Research Paper published in 2011 (awarded by AMA’s SERVSIG) for an article published in the Journal of Marketing, 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 2014 he received the Christopher Lovelock Career Contributions Award from the American Marketing Association’s SERVSIG.

Dr. Gremler received a Fulbright Scholarship from the U.S. government to teach service marketing courses at the University of Maastricht, The Netherlands, for spring 2006.  Dr. Gremler's recent research has been concerned with customer-employee interactions in service delivery, service guarantees, servicescapes, word-of-mouth communication, and customer loyalty in service businesses.

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 Service Marketing courses for 20 years, and has been identified as having taught more undergraduate classes on this subject 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).  In 2015 Dr. Gremler was appointed Distinguished Teaching Professor by the Bowling Green State University Board of Trustees.

Kevin Gwinner
Kevin Gwinner
Professor and Interim Dean of the College of Business
Kansas State University
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Kevin Gwinner is Professor of Marketing and Interim Dean of the College of Business at Kansas State University.  He received his Ph.D. in Marketing from Arizona State University.  He also holds an M.B.A. degree from ASU as well as a B.S. in finance.  Dr. Gwinner’s 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, Sports Marketing, Professional Selling, Principles of Marketing, and Marketing Concepts & Research in the M.B.A. program.  In recognition of his teaching performance, Dr. Gwinner has received the Hormel Meritorious Teaching Award by the Marketing Management Association and awarded the Commerce Bank Award for Distinguished Undergraduate Teaching by Kansas State University.  In 2013 he was awarded the Jon Wefald Chair of Business Leadership.

Dr. Gwinner’s research expertise is in the area of understanding and improving aspects of the employee-customer encounter, relational benefits in service businesses, and corporate event sponsorship.  He has published 36 peer-reviewed journal articles and 4 book chapters.  In addition, his research has been presented over 47 times at a variety of national and international conferences.  Dr. Gwinner 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.  His research has been cited by over 7,600 refereed journal articles.

Dr. Gwinner is past-chair of the American Marketing Association’s Services Marketing Special Interest Group and has over 33 years of combined service on the editorial review boards of the Journal of Service Research, Journal of Marketing Education and Marketing Education Review.  In 2009 he was honored with the distinction of “Services Research Faculty Fellow” from the Center for Services Leadership at Arizona State University. 

Dr. Gwinner has consulted with a variety of organizations including Bayer Animal Health, The Food Animal Welfare Network, The National Food Animal Veterinary Institute, Sprint, Anderson Consulting, Veriprime, Jalas, Honeywell, and the American Veterinary Medical Association.  In addition, he has supervised marketing research projects for many small and midsized business organizations throughout Kansas. 

Dr. Gwinner serves on several community and company boards including the Coronado Area Council Boy Scouts of America Board of Directors, The Flint Hills Discovery Center Foundation Board of Directors, the MidWest Veterinary Specialty Hospital Board of Directors, and the Service 360 Partners advisory council.

Dr. Gwinner has been married to his wife, Sherri, for the past 21 years and together they have three children.  Outside of his professional life he enjoys snow skiing, mountain biking, and backpacking.

Thomas Hollmann
Thomas Hollmann
Assistant Professor of Marketing
Department of Business Management
North Carolina State University
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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 Houston
Mark B. Houston, PhD
Department Head, Professor of Marketing,
and Blue Bell Creameries Chair in Business
Mays Business School
Texas A&M University
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Mark B. Houston (Ph.D. Arizona State, MBA University of Missouri, B.S. Southwest Baptist University) is Department Head, Professor of Marketing, and the Blue Bell Creameries Chair in Business at Texas A&M University. Mark also maintains active research affiliations with Arizona State University’s Center for Services Leadership and the University of Münster (Germany). His award-winning research on channels, movies, and innovation strategy 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 Associate Editor of Journal of Service Research. Mark has served as President of the AMA Academic Council (2012 – 2013), and has co-chaired the AMA Summer Educators’ Conference (2005) and the AMA/Sheth Foundation Doctoral Consortium (2010). His teaching has received awards at the national (Academy of Marketing Science), university (University of Missouri), and college levels (TCU’s Neeley School of Business; Saint Louis University’s Cook School of Business). He has conducted research, consulting, and/or exec education activities with many firms, including AT&T, Caterpillar, Dell, IBM, INGAA, Marriott.com, and WellPoint. Prior to joining Texas A&M in 2014, Mark served on the faculties of TCU (chaired full professor), University of Missouri (endowed professorship), Saint Louis University, and Bowling Green State University.


Mike Hutt
Mike Hutt
Ford Motor Company Professor of Marketing
W. P. Carey School of Business
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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.


Michael Wiles
Gerry Keim
Professor of Management
W. P. Carey School of Business
Arizona State University
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Gerry Keim is a Professor of Management Department in the W. P. Carey School of Business. From 2004-2009 he was the Associate Dean for MBA programs where he led the Fulltime and Executive MBA programs to their first top 25 and top 15 rankings respectively. He also served as Associate Dean for International Programs (2009-2012) and Chair of the Management Department (2010-2014) in the WPC School of Business.

His research, teaching and consulting focus on strategy formation and implementation particularly how organizations respond to changes in their environment. His research has been published in the leading management and public policy journals. He has won awards for outstanding teaching and research. In 2004 he was honored by the W. P. Carey MBA students with the John W. Teets award as the outstanding graduate teacher.

He previously taught at the Ivey Business School at the University of Western Ontario, the Mays Graduate School of Business at Texas A&M University and at the Stanford Graduate School of Business. Keim was a Senior Fulbright Professor in Germany (1990-91) where he studied business and government relations in Germany and the European Union. From1991-93 he lead a team of US and Austrian faculty on a USIS grant working in the Czech Republic to help Czech managers learn about managing in a market setting. From 1994 through 2004 he was a regular visiting professor in the International Management Institute at Johannes Kepler University in Linn, Austria.

He has worked with numerous corporations including, ARCO, Arizona Public Service, Bayer, Entergy, Exxon, Dow Chemical, Pacific Gas and Electric, State Farm Insurance, and Upjohn, as well as business associations such as the Business Roundtable, the American Council of Life Insurance, the Edison Electric Institute, and the Pharmaceutical Manufacturers Association. He served as Chairman of the Board of Trustees of the Washington Campus (2011-2014) and continues as a board member. He also served as a Trustee of the Foundation for Public Affairs of the Public Affairs Council in Washington, DC.


Sunghoon Kim
Sunghoon Kim
Assistant Professor of Marketing
W. P. Carey School of Business
Arizona State University
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Sunghoon Kim is Assistant professor of Marketing at the W. P. Carey School of Business, Arizona State University. His research interests include developing Machine Learning algorithm to analyze unstructured online reviews data, service marketing, and spatial models in marketing. Sunghoon is developing and teaching marketing analytics course and market research course. Prior to his academic career, he worked as a brand manager in food manufacturing industry and service industry.


Ajith Kumar
Kirk Kristofferson
Assistant Professor of Marketing
W. P. Carey School of Business
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Kirk's research interests are centered on understanding the impact of social influence and persuasion in consumption contexts. Specifically, he studies the motivations and social factors that drive consumers to behave prosocially, and how impression-management desires can impact subsequent consumer choice.

His research has been published in the Journal of Consumer Research and Cambridge Handbook of Consumer Psychology as well as many mainstream business and consumer publications including Fast Company, Time Magazine, Harvard Business Review, Washington Post, Popular Science, and USA Today. His dissertation work examined the effectiveness of token support campaigns (e.g., social media campaigns, pins/ribbons, petitions) at generating subsequent meaningful support behaviors (e.g., donation, volunteering), and showed that observable token campaigns were not effective means to generating subsequent support. Kirk also has eight years of marketing experience in sales management, hospitality and financial services industries.

PhD: University of British Columbia (Marketing)

Current Position: Assistant Professor, Marketing

Research interests: Social influence, prosocial behavior, impression management, virtual reality in marketing

Publications:

Kristofferson, Kirk, Katherine White, and John Peloza (2014), "The Nature of Slacktivism: How the Social Observability of an Initial Act of Token Support Affects Subsequent Prosocial Action," Journal of Consumer Research, 40(6), 1149-1166.

Kristofferson, Kirk and Katherine White (2015), "Interpersonal Influences in Consumer Psychology: When Does Implicit Social Influence Arise?" in Cambridge Handbook of Consumer Psychology, Norton, Rucker and Lamberton.

Teaching and/or research awards:
AMA-Sheth Foundation Doctoral Consortium Fellow, 2014
UBC Killiam Graduate Teaching Award, 2013
Anne and John Brown Fellowship in Diabetes and Obesity Related Research, 2013-14
Hugo E. Meilicke Memorial Fellowship, 2013-14
UBC E.D. McPhee Fellowship, 2010, 2011, 2012
UBC University Graduate Fellowship, 2010, 2011, 2012
Consulting Experience: Flaminco New York


Ajith Kumar
Ajith Kumar
Professor of Marketing
W. P. Carey School of Business
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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 Lemon
Katherine Lemon
Accenture Professor
Professor of Marketing
Carroll School of Management
Boston College
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Katherine (Kay) Lemon is Executive Director of the Marketing Science Institute, and holds the Accenture Professorship at Boston College’s Carroll School of Management. Her research interests include the dynamics of customer-firm relationships, customer management, and customer experience management.  She served as editor of the Journal of Service Research. Her research appears in leading marketing journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science, and the Journal of Service Research.  She received the Christopher Lovelock Career Contributions to the Service Discipline Award (2015), the Early Career Contributions to Marketing Strategy Research Award recognizing her contributions to marketing strategy (2004), the Elsevier Research Scholar of the Year Award (2008), and has received several best article awards for her research, including the 2009 Sheth Foundation/Journal of Marketing Award, given each year to the article that has made long-term contributions to the theory and practice of marketing.   Kay has consulted with and taught senior executives at leading global companies. Professor Lemon received her Ph.D. from the University of California, Berkeley.  Before joining the Carroll School, she taught at the Harvard Business School and Duke University. 


Mei Li
Mei Li
Assistant Professor of Supply Chain Management
Department of Management
Mendoza College of Business
Notre Dame University
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Mei Li is an assistant professor of Supply Chain Management at the Department of Management Mendoza College of Business, University of Notre Dame. She received her Ph.D. in Supply Chain Management from Arizona State University. Mei Li’s research interests include service outsourcing, self-service technology, operations-marketing interface and social network theory. Her research has been published in Journal of Operations Management, Production and Operations Management, Journal of Marketing, Strategic Management Journal and Journal of Supply Chain Management. Mei Li also has industry background in Supply Chain Management. She worked for the Hewlett Packard Company for six years in its Supply Chain IT organization and was a global program manager overseeing the worldwide implementation of SAP Global Trade module.


Martin Mende
Martin Mende
Assistant Professor of Marketing
Florida State University
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Martin Mende (PhD, Arizona State University) is an Associate Professor of Marketing at Florida State University. His research focuses on relationship marketing, transformative service research, and marketing strategy. His research has appeared in the Journal of Marketing Research, Journal of Service Research, Marketing Letters, and Journal of Business Research. Prior to attending Arizona State University, Martin earned a Doctoral Degree (summa cum laude) in Services Management from Catholic University of Eichstaett-Ingolstadt, Germany.

Martin serves on the Editorial Review Board for the Journal of Service Research and the Journal of the Academy of Marketing Science. He also serves as a Board Member for the AMA Services SIG and as a Research Faculty for the Center for Services Leadership’s Research Network. His research has won first place in the Fisher IMS & AMA Services SIG Dissertation Proposal Competition, and was a finalist for the Journal of Service Research Best Article Award. In addition, his research has won a Marketing Science Institute Grant and ACR Transformative Consumer Research Grants.

Martin has taught Marketing Strategy, Services Marketing, and Marketing Management. He enjoys travelling with his wife, fitness, and playing with his dog.


Matt Meuter
Matt Meuter
Professor of Marketing
Director of Graduate Programs
College of Business
California State University, Chico
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Dr. Matthew L. Meuter received his Ph.D. in Marketing from Arizona State University in 1999. He is currently a Professor of Marketing and Director of Graduate Programs in the College of Business 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. Recently he has explored the implications of the social media environment. Specifically he has investigated the role of social media channels and their influence on consumer decision making. 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 Service Research, Journal of Services Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Marketing Theory and Practice, Psychology & Marketing, Journal of Applied Psychology, and many others.


Michael Mokwa
Michael Mokwa
Pat Tillman Foundation Dinstinguished
Professor of Marketing
W. P. Carey School of Business
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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 Morgan
Felicia Morgan
Associate Professor of Marketing
University of West Florida
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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 Noble
Charles Noble
Proffitt’s Professor of Marketing
Director of the Marketing
PhD Program
The University of Tennessee
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Charles Noble, PhD is the Henry Professor and Associate Dean of Research & Faculty at the Haslam College of Business of The University of Tennessee.  He also serves as Chair of the PDMA (Product Development & Management Association: www.pdma.org), Research Council Member at the Anderson Center for Entrepreneurship & Innovation (University of Tennessee), and Research Faculty Member, Center for Services Leadership, Arizona State University.

He has earned degrees from Boston College (BS, Finance), Babson College (MBA, International Marketing), and Arizona State University (PhD, Marketing).

His research interests focus on 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.

In his corporate life, Charles worked in strategic planning and corporate finance for leading retailers in the consumer electronics, home improvement, and warehouse club sectors.  He has consulted for many organizations, primarily in the airline, retailing, restaurant, consumer packaged goods, and commercial real estate industries.


Doug Olsen
Doug Olsen
Associate Professor of Marketing
W. P. Carey School of Business
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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 Ostrom
Amy Ostrom
Marketing Department Chair
PetSmart Chair in Services Leadership
W. P. Carey School of Business
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Amy L. Ostrom is the PetSmart Chair in Services Leadership and Marketing Department Chair 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 service blueprinting technique with small start-ups to Fortune 500 companies to help improve their service processes and develop new service offerings.


Buck K. W. Pei
Buck K. W. Pei
Associate Dean of Asia Programs
Professor of Accountancy and Information Management
W. P. Carey School of Business
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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
Antony Peloso
Clinical Assistant Professor of Marketing
W. P. Carey School of Business
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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.


Linda Price
Linda Price
Department Head
Underwood Family Professor of Marketing
Eller College of Management
University of Arizona
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Linda L. Price (BA, MBA University of Wyoming, Ph.D. University of Texas at Austin) is Department Head and the Underwood Family Professor of Marketing in the Eller College of Management, University of Arizona. Linda has received many marketing honors and awards including the 2013 College of Business Distinguished Alumni Award from University of Wyoming and the 2013 Academy of Marketing Science Cutco/Vector Distinguished Educator Award for Lifetime Contributions to Marketing Scholarship. She currently serves as President Elect of the Association for Consumer Research as well as serving on the American Marketing Association Academic Council, the Consumer Culture Theory Board and as Vice President of the Advisory Board for the Journal of Consumer Research. Linda’s theory and research is published in leading marketing and social science journals including Journal of Marketing, Journal of the Academy of Marketing Science and Journal of Consumer Research, and combines qualitative and quantitative methodologies often in service contexts to examine consumer identity and adaptation, social influence and network interactions, and how consumers’ emotions and imaginations enrich, distinguish and give agency to their lives. Her research has been and is currently funded by a variety of agencies including USDA, and Marketing Science Institute. She has published books, chapters and over 70 articles that have collectively garnered over 7,000 citations. She has mentored many PhD students who are now leading marketing scholars in Universities around the world.


Elliot Rabinovich
Elliot Rabinovich
John G. and Barbara A. Bebbling Associate Professor
Associate Professor of Supply Chain Management
W. P. Carey School of Business
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Elliot Rabinovich (Ph.D., University of Maryland 2001) is the John G. and Barbara A. Bebbling Professor of Business at the W. P. Carey School of Business, Arizona State University and the Co-Director of the Internet-edge Supply Chain Management Lab. His research centers on the role of electronic commerce in the definition of strategies and performance in supply chain management and operations and on the implementation of decisions involving information systems and inventory management. As part of his research, he has worked with companies such as Baker and Taylor, Cartbound, Cooking.com, eBags.com, Intel, PetSmart, and Twitter. His research has been recognized by the University of Maryland (his alma mater) with the Nash Outstanding Doctoral Alumni Award, with fellowships from the Institute of Supply Management, and with awards from the Council of Supply Chain Management Professionals and from numerous academic conferences and journals. He has recently published a 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 30 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.


Mark Rosenbaum
Mark Rosenbaum
Fulbright Scholar
Kohl's Professor of Retail Marketing
Northern Illinois University
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Mark S. Rosenbaum is a Senior Fulbright Scholar, Kohl's Corporation Professor of Retail Marketing at Northern Illinois University, and an Associate Professor at Externado University, Bogota, Colombia. His research focuses on services issues such as commercial social support, transformative service establishments, third places, 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 Southeast Asia and in the U.S. with McDonald's, Abbott, Caterpillar, and Jewel-Osco. He also teaches undergraduate and executive services courses at the American Hotel Academy (Brasov, Romania) and he has taught services courses in Nepal, Vietnam, Bhutan, Bosnia, Romania, and Cambodia. He received his doctorate from Arizona State University in 2003.


Adriana Samper
Adriana Samper
Assistant Professor of Marketing
W. P. Carey School of Business
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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
Raghu Santanam
Dean’s Council of 100 Distinguished Scholar, Chair and Professor
W. P. Carey School of Business
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Raghu Santanam is Professor and Chair of the Department of Information Systems in the W. P. Carey School of Business at Arizona State University. His current research focuses on Cloud Computing, Analytics, information assurance, and mobile platforms. His recent research has focused on understanding how consumers behave and interact in online and mobile platforms. Professor Santanam has also been an active researcher in the Health Information Technology area for a number of years. He has published a number of scholarly articles on Electronic Medical Records (EMR) impacts on hospitals, Personal Health Records (PHR) adoption by consumers and technology based decision support for public health. Prof. Santanam is a visiting scientist at Mayo Clinic since 2012.

Prof. Santanam has helped a number of organizations on data intensive decision-making contexts. He has authored researched case studies on business transformations at Pinnacle West, Pearson and Game Colab. Prof. Santanam has co-guest edited a number of special issues of peer reviewed academic journals. He has served as or currently serves on the editorial boards for Information Systems Research, Decision Support Systems, Journal of the Association for Information Systems, Information Systems Frontier and Journal of Electronic Commerce Research. He is an advisory editor of the Elsevier series on “Handbooks in Information Systems.” He recently served as the Program Co-Chair for Workshop on E-Business, 2009 and was the Program Co-Chair for INFORMS Conference on Information Systems and Technology (CIST), 2012.


Nancy Sirianni
Nancy Sirianni
Assistant Professor of Marketing
D'Amore-McKim School of Business
Northeastern University
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Nancy J. Sirianni (Ph.D., Arizona State University) is an assistant professor of marketing at the D'Amore-McKim School of Business at Northeastern University in Boston. She is working to understand and innovate the frontline customer experience. Current research projects center on: retail and service marketing, employee-customer interactions, and branding with a focus on service brand strategy. Her research appears in journals including: Journal of Marketing, Journal of Consumer Research, Journal of Service Management, and Journal of Business Research. She serves on the editorial review boards for the Journal of Service Research, the Journal of the Academy of Marketing Science, and the Journal of Business Research. Nancy has received numerous awards for her research and teaching, and was recognized as a Marketing Science Institute Young Scholar in 2015 for her early career contributions to the field of marketing. Prior to entering academia, she worked in service operations, marketing research, and management consulting for companies including Accenture, BSI Consulting, and Insperity.


vicky
Vicki Smith-Daniels
Professor of Operations and
Supply Chain Management
Kelley School of Business
Indiana University
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Vicki Smith-Daniels

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


Nancy Stephens
Nancy Stephens
Associate Professor of Marketing
W. P. Carey School of Business
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Nancy J. Stephens is Associate Professor of Marketing Emeritus at the W. P. Carey School of Business at Arizona State University.  She is a member of the Center for Services Leadership faculty network and regularly conducts workshops on services blueprinting.

Nancy taught marketing management to working adult MBA students in the evening, on weekends, and online, as well as in ASU’s partner schools in Shanghai, Sweden, France and Mexico City.  Her latest research publication was entitled, “Beliefs of Chinese Buyers of Pirated Goods” (Journal of Consumer Behaviour, 2013).

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. 


Wolfgang Ulaga
Wolfgang Ulaga
Research Professor & Co-Executive Director
Center for Services Leadership
W. P. Carey School of Business
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Wolfgang Ulaga is a Research Professor & Co-Executive Director, Center for Services Leadership (https://wpcarey.asu.edu/research/services-leadership) at the W.P. Carey Business School, Arizona State University, Tempe, AZ, USA. He also serves as an Affiliate Professor of B2B Marketing and Strategy at IMD Lausanne, Switzerland.

Wolfgang works with business-to-business firms, executives and students around the globe on improving their competencies and skills in Marketing and Sales of B2B Products and Services.

To this end, his executive education and teaching activities focus on how to create value for (and with) B2B customers, capture value through better pricing, compete through service excellence and create outstanding customer experiences in professional services and industrial goods markets.

Wolfgang’s research focuses on how companies compete through value-based differentiation and pricing in B2B markets (understanding, creating & delivering value for customers). In B2B services, he investigates how companies implement service-growth strategies, manage the change from a product-centric to a service-savvy sales force, design B2B service portfolios, capture more value through better pricing of services, and develop new service business models in emerging and mature markets

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 both professional services markets (i.e. energy, global logistics, recycling and waste treatment, retailing, or telecommunications) and industrial goods markets such as aerospace, agricultural and construction equipment, cables, chemicals, industrial gases, material handling, or medical equipment.

Wolfgang has won numerous awards, e.g. the 2010 HEC Paris Best Teacher of the Year Award, the 2011 American Marketing Association’s (AMA) Winter Educator's Conference Overall Best Paper Award, and the 2015 Annual Award for The Case Center’s globally best-selling case in Marketing.

His 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.

Wolfgang 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 has also published articles in The Financial Times and Les Echos, France. He co-authored a book on Service Business Models for Industrial Firms at Eyrolles Editions d'Organisation, Paris, France.

Prior to joining ASU, Wolfgang was on the full-time faculties at IMD Lausanne, HEC School of Management Paris, ESCP-EAP Paris, EDHEC Lille, and the University of Notre Dame, Indiana (Visiting Professor). Before starting his career in academia, he worked in Frankfurt and Paris as a consultant for DML & Associés, an international management consulting firm.

He 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.

Wolfgang holds a PhD from the University of Paris 1, Pantheon-Sorbonne and defended his Habilitation Thesis (HDR) at the University of Paris Dauphine.


Beth Walker
Beth Walker
Dean
College of Business
Colorado State University
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Beth Walker has been the Dean of the College of Business at Colorado State University since July 1, 2015. Previously, she was the AT&T Professor of Services Marketing and Management and Chair of the Department of Marketing in the W.P. Carey School of Business at Arizona State University, and prior to that served as the Associate Dean for the W.P. Carey MBA and the Faculty Director for the W.P. Carey Evening MBA Program. In addition, she was a member of the highly select Faculty Network for the Center for Services Leadership. Beth is an award-winning researcher and teacher whose research has been widely published. She is currently a member of the Board of Directors for the American Marketing Association. She has consulted on strategy issues for State Farm Insurance, IBM Global Services, Lucent Technologies, Honeywell, and AT&T.


Michael Wiles
Michael Wiles
Associate Professor of Marketing
W. P. Carey School of Business
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Michael Wiles is an Associate Professor of Marketing at the W. P. Carey School of Business at Arizona State University. He also serves as the Faculty Director for Research for the Center for Services Leadership. 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 actions and service-related resource deployments and issues pertaining to new product development in the consumer packaged goods industry. His work has been published in Journal of Marketing, Marketing Science, Journal of Marketing Research, Harvard Business Review, and the Journal of Operations Management. 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.