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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; virtual reality in customer experience management, holistic feedback management systems, and the timing of service innovation deployment. His research has appeared in Harvard Business Review, Journal of Marketing Research, Journal of Consumer Research, Journal of Service Research, Journal of Public Policy & 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.
His teaching is focused on strategic selling, account management, business development, and marketing skills. Sterling’s students have launched sales and marketing careers with many Fortune 500 companies. 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 email@example.com.
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.
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.
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).
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 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.
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, 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.
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 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.
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.
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 is an assistant professor of Supply Chain Management at the Eli Broad School of Business, Michigan State University. 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 (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.
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.
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, 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.
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.
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.
Nancy J. Sirianni (Ph.D., Arizona State University) is the Jones Endowed Chair of Services Marketing and Associate Professor of Marketing at the Culverhouse College of Commerce at the University of Alabama. Nancy is working to understand and innovate the frontline customer experience. Her main research interests include retail and service marketing, employee-customer interactions, and service brand strategy. She is also interested in understanding the role of emotions and affective states on consumer behavior. Her research appears in top marketing journals including the Journal of Marketing and the Journal of Consumer Research, and has been featured in Forbes, Time, U.S. News & World Report, The Financial Express, Science Daily, NPR, and The Washington Post Magazine. She serves on the editorial review boards for the Journal of the Academy of Marketing Science, the Journal of Service Research, 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. Her industry background includes eight years of service management, marketing research, and consulting experience with Insperity, BSI Consulting, and Accenture. She has taught Introduction to Marketing, Marketing Management, Marketing Research, and Service Marketing Strategy, and enjoys bringing marketing concepts to life in her undergraduate and MBA classes.
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.
Crina Tarasi is Associate Professor of Marketing in the College of Business Administration at Central Michigan University. Her work focuses on understanding and creating efficient customer portfolios. Her papers on reducing risk in marketing portfolios have been published in the Journal of Marketing and the Journal of Service Research and have been awarded with the Maynard award (most significant contribution to marketing theory and thought, 2011) and Best Article published in the Journal of Service Research Award 2013.
Crina's current work is often applied to services, especially when it leads to understanding the customer satisfaction experience in retail channels, and delivering services in the social entrepreneurship context. She enjoys teaching Marketing Strategy classes, International Marketing, Marketing Analytic courses and Strategic Marketing for Social Entrepreneurship. She received both Research and teaching awards from her university and was awarded research funds by various organizations.
Prior to earning her Ph.D. from the W.P. Carey School of Business, Arizona State University, Crina worked as a marketing analyst, consulting for companies like Dow Corning, Dow Chemical and many others. Crina enjoys dancing, skiing, hiking and traveling, especially when she can do any of those with her family.
Dr. Clay Voorhees is an Associate Professor of Marketing at Michigan State University. He received his Ph.D. from Florida State University in 2006. His research has been published or is forthcoming in the Journal of Marketing, Journal of Marketing Research, Strategic Management Journal, Journal of the Academy of Science, Journal of Retailing, Journal of Service Research, among others. Clay's research focuses on the explanation and management of the dynamics of social exchange and social influence. Within this theoretical umbrella, he focuses on projects related to customer experience management and loyalty, often in service contexts with a focus on frontline interactions. In 2015, Clay received the Emerging Service Scholar award from the American Marketing Association. In addition, his research has received the 2011, 2012, and 2015 Industry Relevance Awards from Cornell's Center for Hospitality Research and has been featured in media outlets as: Wall Street Journal, TIME Magazine, BusinessWeek, USA Today, U.S. News and World Report, and numerous other domestic and international periodicals. In addition to research, Clay teaches a range of courses at the masters and doctoral levels focused on innovating and launching new goods and services, insights and analytics, and marketing management.
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.